## About the Role The Customer Service Advisor role sits within the Customer Experience Team at Start-Up Loans (SUL), a subsidiary of the British Business Bank. The key purpose is to provide excellent customer experience to all SUL applicants through a multi-channelled contact centre. The role involves responding to queries professionally and timely while working collaboratively with colleagues to meet SLAs and KPIs. ## Key Responsibilities • Serve Customers and Delivery Partners by providing product and service information via multiple contact channels including telephone, email, webchat, admin tasks, and social media • Ensure all internal and external risk and control protocols are followed and maintained, TCF and Complaint handling guidance • Maintain a strong quality record in terms of risk and compliance, adhering to procedures and demonstrating excellent soft skills • Support development of contact strategy through promotion of customer surveys, contributing to expected levels of customer satisfaction • Resolve product or service problems by identifying stage one customer complaints, determining the cause of the problem, working to find the best solution and following up to ensure resolution • Collect and report customer feedback to the business through effectively engaging with colleagues • Assist the Customer Services Manager in identifying and addressing any concerns raised by customers • Develop and maintain knowledge of SUL products, processes and use this knowledge to engage with customers • Complete any ad-hoc tasks and projects as assigned by the Customer Service Manager • Build and maintain effective and productive working relationships with colleagues and stakeholders ## Requirements • Excellent telephone manner and communication skills, both verbal and written • Ability to build rapport with callers quickly and efficient at gathering relevant information • Ability to manage routine and repetitive work and remain focused and effective • Ability to work effectively, independently and within a collaborative team-orientated environment using sound judgment in decision making • Strongly customer focused, understands and has delivered high standards of customer service • Can understand the customer's business, their challenges and opportunities, vision and direction • Good time management and the ability to prioritise tasks to reflect business needs • Attention to detail and high-quality reporting skills • Decisive and solution oriented • Relevant Customer Service Experience