Job Title: Wallet-Pay, Customer Experience Advisor
Location: Pride Park, Derby, DE24 8HY
Salary: £13.02 per hour + Excellent Benefits
Hours: 37.5 hours per week, flexible shifts between 7:00 AM and 8:00 PM, Monday to Sunday
Employment Type: Permanent, Full-Time
Are you an ambitious and career-driven professional with a passion for delivering outstanding customer service? Do you thrive in a dynamic environment and seek a role within an innovative, people-centric organisation? If so, we have the perfect opportunity for you.
About the Role
As a Customer Experience Advisor, you will support new and existing customers with their complex customer support needs and deliver an excellent customer experience. With the ethos and culture of ‘Helping Britain and Northern Ireland prosper’ you will support our mission by maintaining and deepening customer relationships with the Bank and ensure customers receive fair outcomes, are dealt with efficiently and referred to the correct person or channel where appropriate, including our vulnerable customers. You will demonstrate acting in line with the Group Values, Behaviours and Codes of Responsibility and support priorities.
Key Responsibilities
· Work within current standard compliance processes, systems, and procedures, and report simple non-compliance issues.
· Carry out routine customer needs support tasks and assists others by following established procedures.
· Carry out a range of prescribed customer service activities and handle non-standard or more complex customer cases and enquiries using existing procedures.
· Receive and screen customers, callers and other sources of communications, answering routine questions, providing information or direct requests elsewhere as appropriate; acting on behalf of the principal by contacting internal and external sources to convey requests, provide instructions or obtain information.
· Work within current standard IT security processes, systems, and procedures.
· Carry out simple knowledge management tasks by following established procedures in order to support others.
· Perform operational tasks by following established processes while adjusting multiple settings and/or parameters to meet performance standards.
· Support development of personal capabilities by pursuing existing formal and informal training opportunities.
What We Offer
- A competitive starting salary of £13.02 per hour with fortnightly pay.
- Permanent, full-time employment with 37.5 hours per week.
- 29 days of annual leave, increasing by one day per year of service.
- Access to healthcare cash back plan.
- Additional incentives and career progression opportunities.
Ideal Candidate Profile
- Passionate about delivering exceptional service and ensuring customer satisfaction.
- Able to work effectively in a fast-paced, dynamic environment.
- Committed to career growth and continuous learning.
- Detail-oriented, with strong problem-solving skills.
- Consistently strives for excellence in all aspects of work.
Application Process
We value every application and review each one individually. To maximise your chances of success, ensure your CV is up to date and highlights your most relevant experience.
Equal Opportunities Employer
Firstsource is committed to equal opportunities and fosters an inclusive workplace. We welcome applications from all suitably qualified candidates, regardless of gender, age, race, disability, ethnicity, religion or belief, sexual orientation, gender reassignment, or marital/family status. We are a recognised disability-confident employer and a featured organisation in the Bloomberg Gender Equality Index.
Join us and be part of a team dedicated to making a real difference. Apply today!
* Please note that, as you will be working in a highly regulated industry, we have a thorough referencing process, which includes credit, criminal record and right to work checks. Having an adverse history will not necessarily rule you out but will be checked on an individual basis. *
Work Location: In person
