Customer Service Specialist
Hybrid · Manchester, England, United Kingdom
Job Summary
Customer Service Specialist role in Manchester (hybrid: office three days a week in Manchester with optional up to 120 days abroad) focused on delivering high-quality, first-call resolutions across telephony, live chat, and email. Responsibilities include handling high volumes of customer interactions, investigating banking needs across a range of products, escalating where needed, collaborating with other teams, and ensuring customer outcomes align with SLA targets. The position emphasizes a customer-centric approach, the ability to understand personal circumstances to tailor solutions, and leveraging digital channels (online banking, mobile app) to improve the customer journey. The role requires banking/financial services experience, excellent communication, and the ability to thrive in a fast-paced contact centre while working within a hybrid office setup.
Required Qualifications
- Customer service experience within financial services or banking
- Ability to provide multi-channel (telephony, chat, email) support
- Strong communication skills and teamwork
- Ability to maintain high levels of accuracy
- Adaptability to meet priorities and customer demand
- Proactive with initiative to create frictionless customer journeys
- End-to-end ownership of customer interactions—digital channels and online banking/mobile app
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