About Company
Access Bank is a leading multinational commercial bank, a full-service commercial bank operating through a network of more than 600 branches and service outlets, spanning three continents, 18 countries and 45 million customers. Committed to innovation and customer satisfaction, Access Bank is dedicated to creating sustainable value for its stakeholders. Our presence in the UK allows us to extend our reach and offer world-class financial services to a diverse clientele, upholding our values of excellent service, integrity, and professionalism. We believe in empowering our employees and providing them with the tools and environment to thrive professionally and personally. Join our dynamic team in Leicester and become a vital part of our mission to deliver exceptional financial experiences.
Job Description
Are you a passionate communicator with a flair for problem-solving and a genuine desire to help others? Access Bank is seeking a dedicated Customer Service Representative to join our vibrant Call Center team in Leicester, England. In this pivotal role, you will be the first point of contact for our valued customers, providing friendly, efficient, and professional support for a wide range of inquiries. This is more than just a job; it’s an opportunity to build meaningful relationships, resolve challenges, and contribute directly to our customers’ financial well-being and satisfaction. You’ll be part of a supportive team that values collaboration, continuous learning, and going the extra mile. We are looking for individuals who can listen attentively, communicate clearly, and navigate conversations with empathy and resilience. If you thrive in a fast-paced environment and are committed to delivering service excellence with every interaction, then we encourage you to apply. This role offers comprehensive training, opportunities for career progression, and the chance to be part of a globally recognized financial institution dedicated to empowering its employees and customers.
Key Responsibilities
- Respond to customer inquiries via phone, email, and chat in a professional and timely manner, providing accurate information and solutions.
- Handle and resolve customer complaints, escalating complex issues to the appropriate departments when necessary.
- Assist customers with account management, transaction inquiries, and product information.
- Maintain thorough and accurate customer records by documenting all interactions and resolutions in the CRM system.
- Adhere strictly to company policies, procedures, and regulatory guidelines, particularly those related to data protection and financial compliance.
- Collaborate effectively with team members and other departments to ensure a seamless customer experience.
- Proactively identify opportunities to improve customer satisfaction and contribute to overall service enhancements.
- Participate in ongoing training and development sessions to stay updated on products, services, and best practices.
Required Skills
- Excellent verbal and written communication skills.
- Proven ability to actively listen and empathize with customers.
- Strong problem-solving and decision-making capabilities.
- Proficiency in basic computer applications and navigating multiple systems simultaneously.
- Ability to remain calm and professional under pressure.
- A strong work ethic and commitment to customer satisfaction.
- Previous experience in a customer service or call center environment.
Preferred Qualifications
- Experience within the banking or financial services industry.
- Familiarity with CRM software and call center technologies.
- Ability to speak a second language (e.g., French, Yoruba, Igbo, Hausa) is a plus.
- GCSEs or equivalent, including English and Maths.
Perks & Benefits
- Competitive salary package with performance incentives.
- Comprehensive health and wellness benefits.
- Generous paid time off and holiday allowance.
- Company pension scheme.
- Extensive training and professional development programs.
- Clear pathways for career growth and advancement within a global organization.
- Supportive and collaborative team environment.
- Employee assistance program.
How to Apply
If you are a driven and empathetic individual looking to make a significant impact in a customer-focused role, we encourage you to apply! Please click on the application link below to submit your resume and cover letter. We look forward to reviewing your application.