Customer Servicing Officer

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Customer Servicing Officer

About The Role

Let’s grow together!

A Platinum Investors in People employer and an award-winning UK bank, focused on growth. Our customers include savers and businesses across the UK and, working together, we use our specialist expertise to help them achieve their ambitions and build a sustainable future. If you’re a Customer Servicing Officer looking for an opportunity to grow in a friendly environment, we’re looking for you!

We’re flexible, inclusive, committed to your wellbeing and passionate about you reaching your potential. Let’s grow together …

Purpose of the role

The purpose of the role is to respond to customers and process information in response to their written enquiries and requests regarding their accounts. This will involve dealing with written communications from Customers/authorised third parties in a professional and timely manner ensuring service standards are met, whilst working within the regulatory framework and adhering to the CLS policies and procedures, in order to provide suitable and fair outcomes for our customers. An excellent level of Customer Service is required along with a high level of commitment and self–motivation.

Duties and responsibilities

Examine accounts and determine the appropriate action, this may include identifying a potentially vulnerable/sensitive customer or a customer struggling from potential financial hardship via correspondence received and refer to the specialist team.
Deal directly with customers providing accurate and timely information responding to their queries using written communication
Keep accurate records of customer interactions
Communication with internal and external departments as necessary
Adhere to all FCA rules, guidelines and principles
Adhering to agreed company regulation and legislation
Perform all tasks within the agreed CLS service levels.
Carry out duties consistent with your current grade as directed.
Adhere to HRD and CLS policies and procedures
Manage, organise and update relevant information onto CACS/Aries
Become conversant with all processes and procedures relating to the department
Represent the organisation in a highly professional manner

Further information on the role can be found in the Purpose and Performance Profile (PPP), which is downloadable on this page.

About You

Skills

Possess excellent written communication skills – Customer Service focused
Ability to use own initiative and work as an effective team member
Ability/experience to identify where vulnerability or other underlying reasons are suspected
Ability to recognise when to adapt communication style to suit the customer
Problem analysis and problem solving with an attention to detail and accuracy
IT aptitude and the ability to learn appropriate systems
Adaptability and the ability to remain calm under pressure
A passionate ‘can-do’ attitude

Even if you don’t meet all the criteria, we encourage you to apply. At Paragon, we value diversity and we’re excited to hear from passionate individuals like you! If you’re ready to contribute to the team, please apply.

Further information on the role can be found in the Purpose and Performance Profile (PPP), which is downloadable on this page.

Please note, applicants must have the right to work in the UK. We do not offer visa sponsorship.

Working hours

37.5 hours - Monday - Friday 08.30 - 17:00 (1 hour lunch). Flexible working may be required from time to time. This is a hybrid role with remote working minimum of 1 day in the Solihull office.

Inclusion
As a Disability Confident Employer, we want to ensure that our vacancies are accessible for everyone. If you have a disability, long term health condition or are neurodiverse and need us to adjust our recruitment process please get in touch with our recruitment team.

About Us

What can we offer you?

Generous Holiday Allowance: Starting from 25 days and climbing to 30, you also get to enjoy a day off for your birthday, Christmas Eve, and New Year’s Eve. You can also buy or sell up to a week’s leave
Share Save Scheme: Annually, you have the opportunity to buy shares in Paragon at a discounted rate
Profit Related Pay: We share some of our annual profit with our eligible employees
Pension Plan: We contribute up to 10% of your annual salary towards your pension
Family Friendly policies: We offer enhanced parental pay and paid time off for fertility treatment
Employee Discounts: Enjoy exclusive discounts on entertainment, travel, shopping, motoring and more
Volunteering Day: Contribute to causes you care about with one volunteering day per year
Life Assurance and Personal Accident Cover

Be flexible

We promote flexibility around how and where we work so that you can achieve a healthier work-life balance. We operate hybrid working, splitting our week between the office and home.

Be yourself

As an equal opportunities employer, we welcome diversity and care about inclusion. That’s why we want you to be your whole self at work. We believe an inclusive workplace is good for each of us, great for our customers and better for our business. Our Equality, Diversity and Inclusion Network meets regularly to share challenges, experience, and ideas to build a more equal, diverse, and inclusive business.

Be heard

We listen to your point of view, with our People Forum and regular employee surveys making sure you can use your voice and influence our future.

Be well

We will give you access to a range of tools and resources to support your wellbeing. This will include a digital GP service via our free Employee Assistance Programme, access to our Wellbeing team to connect you with the help you need to get more out of life and our Vitality at Work programme to provide you with discounted gym membership, fitness equipment and another multitude of wellbeing services.

Be better

We want you to reach your potential and, as a Platinum Investors in People employer, we’ll encourage you to learn and develop by building a personalised development plan together with your manager.

Apply

PPP

About The Role

About You

About Us

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