Senior Customer Service Representative - Banking - Fully remote
Locations: Remote after initial in-site training (Knutsford).
Overview
As a Senior Customer Service Representative, you will manage complex customer inquiries and provide tailored solutions. You will act as a subject matter expert, supporting process improvements and mentoring junior team members. This role requires advanced problem-solving skills, regulatory knowledge, and the ability to influence and drive change within customer care processes.
Key Responsibilities
· Handle complex and high-value customer inquiries across multiple channels.
· Deliver bespoke solutions and ensure compliance with regulatory standards.
· Provide feedback and coaching to team members.
· Identify process improvement opportunities and contribute to implementation.
· Prepare reports and presentations for senior stakeholders on customer care performance.
· Collaborate with cross-functional teams to enhance customer experience.
What we look for
· Strong leadership and mentoring capabilities.
· Excellent communication and influencing skills.
· Ability to work independently and make confident decisions.
· Highly organised with a proactive approach to problem-solving.
Qualifications and experience
· Essential: Extensive experience in customer service within banking or financial services.
· Essential: Strong knowledge of FCA regulations and complaints handling.
· Essential: Proficiency in MS Office tools.
· Desirable: Experience in process improvement initiatives.
· Desirable: Familiarity with electronic banking and cash management products.
Vantage Point Global is a fully committed Equal Opportunities, inclusive employer. We are passionate about attracting diverse talent, and welcome applications regardless of ethnicity, culture, age, gender, nationality, religion, disability, or sexual orientation.
Things you need to know:
• To apply, you’ll need to provide us with a CV and answer a few questions.
• We’d like to make you aware that if you have not heard back from us within three weeks of the date of application, we will not be progressing your application.
- Department
- Experienced Hires
- Remote status
- Fully Remote
- Employment type
- Full-time
- Employment level
- Professionals
About Vantage Point
Vantage Point Global (VP) is a talent consultancy established in 2014 to support top-tier clients in building their talent pipeline. VP provides opportunities for all, hiring exceptional, diverse talent who are supported and developed throughout their career journey at VP, enabling them to be highly effective in their roles.
We partner with our clients to create opportunities for individuals to launch into fulfilling and rewarding careers in the industries we serve and deliver a future-ready workforce to our clients.
Our unique model delivers continuous formal training, personal development and mentoring to create a driven, high-calibre, highly skilled workforce that is empowered to add value to our clients from the outset.
Our head office is in London, but we work with clients globally. We currently have teams in London, Manchester, Newcastle, Belfast, Warsaw, Wroclaw and are expanding into the US and Asia.
Vantage Point Global is a fully committed inclusive employer. We are passionate about attracting diverse talent, and welcome applications regardless of ethnicity, culture, age, gender, nationality, religion, disability, or sexual orientation.
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