Customer Service Representative Review

Helping with customer banking queries via the mobile app and webchat, in order to meet the financial needs. I interact with customer generally in relation to application support, credit card queries and complaints.

I have developed my understanding in financial products and services, and gained good insight and experience into delivering effective customer service. Time management and my ability to manage several tasks at the one time, has also improved.

I enjoy the interaction with customers, in meeting the financial needs. From one customer to another, their circumstances can all be very different, so it is interesting learning to adapt to every situation. The involvement within my team is also something I enjoy.

With recently working from home, it ensuring everyone had the same skillset. But the team works together well in supporting others with any new information learnt. We also have regular team meeting and coaching sessions, so that we are all well-informed of any updates or changes.

I have regular coaching sessions with my manager, which is to assess my work performance but also to ensure that everything is ok outside of work. Mental wellbeing is a key focus and I feel there is always the support available, if needed.

We have scheduled meetings every fortnight to check that the required is being completed and that any questions can be asked. I also have the option to directly email an advisor if there is anything I am unsure of.

It has provided me with a greater understanding of what my role entails and therefore enabled me to implement better practices in providing effective customer service. It has demonstrated to me the importance of scheduling and planning, which has led to me being more efficient in my role.

During the Covid-19 we have had several events over Zoom to create a better team involvement. The team was only formed shortly before the pandemic had started and so we didn't know each very well. However, there are no sports team or societies.

Yes

It is a great way to get experience in interacting with a diverse group of customers. It can be high pressure at times, but the skills learnt can be very beneficial for personal development. It is also a supportive working environment.

It may be beneficial to have an initial understanding of financial products and services, to avoid feeling overwhelmed when first being trained. It is best suited to those who prefer flexible working hours as the shift pattern can change frequently.