Customer Support Executive

Responsible for the effective and efficient processing of customer deals in accordance with established procedures and quality standards. Accountable for ensuring that all customer queries and administrative tasks both simple and complex are completed accurately and within agreed service level agreements. Continuously review and refine processes to drive improvements that enhance the overall customer journey.

Key Responsibilities

• Receive and review finance documentation to ensure accuracy completeness and readiness for processing in line with operational requirements.
• Resolve documentation issues promptly and confirm that all approval and underwriting conditions are satisfied prior to release.
• Accurately input and verify agreement details within internal systems completing required quality checks and activation procedures in a timely manner.
• Manage in-life customer partner and internal queries via telephone and email ensuring efficient and professional resolution.
• Prepare and issue accurate settlement quotations and supporting correspondence.
• Process contract amendments and restructures in accordance with business policies and procedures.
• Place customer focus at the centre of all activities embedding fair treatment and consumer protection principles into daily operations.
• Demonstrate proactive risk ownership by identifying escalating and managing potential risks in line with organisational standards.
• Contribute to continuous improvement by identifying process enhancements and supporting the implementation of positive change.
• Maintain compliance with all regulatory policy and procedural requirements including adherence to internal controls.
• Provide support to other business areas or teams as required to achieve departmental objectives.

Qualifications :

Skills & Experience

• Proficient in using computer applications including Microsoft Office (Excel Word).
• Strong customer service focus and client-oriented approach.
• Effective decision-making and problem-solving skills.
• Flexible and adaptable to changing priorities and demands.
• Able to use initiative and work independently.
• Excellent written and verbal communication skills.
• Strong planning organisational and time-management abilities.
• Positive proactive and enthusiastic attitude.
• High professional standards presenting work in a polished and accurate manner.
• Willingness to work extended hours when required.

Key attributes

• Ability to work in a changing environment requiring adaptability and flexibility.
• Ability to build effective relationships with colleagues and stakeholders.
• High levels of drive energy and personal commitment to success.
• Constantly challenge processes and look to improve.  
• Attention to detail and accuracy essential.

Additional Information :

Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:

• Market leading family friendly policies such as access to our Maternity Adoption and Paternity policies from Day 1 of your employment
• Free access to Headspace a mindfulness & meditation digital health app
• Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
• EAP (Employee Assistance Programme) - Offering you support on a wide range of subjects including financial concerns mental wellbeing and more general queries around family work housing and health
• Cycle to work scheme
• Discounts on gym membership
• Contributory pension scheme & death in service

Your Lifestyle - Its important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when youre enjoying your leisure time.

• Minimum of 27 days holiday per year
• Option to buy or sell holiday days through our flexi-holiday scheme
• Discounts on gym membership nationwide
• Access to discounts on a range of high street and online brands
• Community support and charitable giving

Your Contribution - Were focused on rewarding those that go the extra mile in helping us achieve our goals.

• Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
• Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done

Remote Work :

No

Employment Type :

Full-time