Careers

Senior Customer Services Officer

Location:  Leicester             Salary:  £23,000 pa

At Cambridge & Counties Bank, we’re justifiably proud of our exceptional customer satisfaction rate of 98% and delighted that 99% of our customers would recommend our services to others.  We achieve these extraordinary standards by providing the very highest quality customer service through a wide range of customer support contacts and interactions.   

We are looking for people who have had experience working in a customer facing environment, and who have the ability to talk to customers in a way that creates a positive and memorable customer interaction every time. This is not a standard customer service job – we want you to build relationships and have real conversations with our customers.  

You will deliver a consistently high quality of service to our deposit customers and partners, with specific responsibility for new account opening and the more complex customer interactions. You will assess individual risk profiles of each of those customers and ensure full compliance with the relevant regulations and our Bank’s policies.

Experience and an understanding of Anti Money Laundering (AML) and Know Your Customer (KYC) regulations is vital, as when necessary, you will be assessing the risk associated with our customers, identifying any gaps in our knowledge about them and then rectifying the situation in a straightforward, customer centric approach.

You will also meet the day to day needs and enquiries of our customers, for example savings account withdrawals and closure and fixed rate bond maturities and reinvestments, always ensuring compliance with product terms and conditions.  You will engage with customers withdrawing significant funds, or closing accounts, in order to enhance our level of customer insight, and to support h2er customer retention.

About you

At the very heart of every CCB person is a shared identity and belief in what we are about and what we are doing.  It’s about how we see ourselves and what is important to us. We are looking for an induvial that wants to thrive and work their way up the ladder.

You will live our brand values.  As such you will be an approachable, empathetic problem solver, with exemplary communications skills.  You will avoid the use of unnecessary jargon and display an adaptable, “can-do” attitude.  To this end, we seek the following core competencies in all our colleagues:

• An honest, clear and respectful communicator
• Innovative and open minded to change
• Self-motivated, accountable and results orientated
• A team player who actively seeks opportunities to collaborate across multiple disciplines
• Able to quickly build relationships with customers or stakeholders
• Clear ability to plan and prioritise to ensure targets are achieved or exceeded
• Non-judgemental and considerate of the impact of your behaviour and decisions on others

For this role you will also need the following skills and experience:

• Knowledge of appropriate policies and regulations, including Conduct Risk, Treating Customers’ Fairly, Anti-Money Laundering, Counter-Terrorism Financing and the Financial Services Compensation Scheme.  
• Strong numeracy and literacy skills
• Previous experience within the financial services sector
• Proven customer service skills and experience
• Excellent communication and interpersonal skills
• Able to work effectively as part of a team
• Strong attention to detail, proven to deliver work to a consistently high level of accuracy
• Organised and efficient approach

Reward Package

• Generous pension contributions
• 27 days’ holiday plus Bank Holidays, rising to 30 days with service
• Buy or sell up to 5 days of holidays
• Profit Share Bonus Scheme
• Private Medical, Life & Critical Illness cover
• Interest-free personal loans and travel to work loans
• Perkbox membership
• Flexible working

We are committed to equal treatment of all employees and potential employees, including those with criminal records. If you are successful in your application for employment, we will carry out pre-employment screening including use of the Disclosure and Barring Service (DBS).