Customer Service Specialist (Personal Banking)

Job Description

Job Specifics

• Reference No: CD384
• Location: Glasgow City Centre (choose on-site or at-home working on completion of 3 month training).
• Hours: Full Time 40 hours per week (including training)
• Operational hours after training – We require full flexibility between 10.00 – 22.00 Monday – Sunday
• Salary: £25396.80
• Closing Date: Friday 13th March 2026
• Why should you apply for this role: Strong company reputation

Job Overview

We have a fantastic opportunity for inbound customer service specialist for our Personal Banking line of business Banking Division campaign.

Main Duties & Responsibilities Key Tasks

• Answer inbound calls with enthusiasm and a desire to help out customers at the first point of contact
• Supporting and providing a positive experience for all our customers by helping them with all aspects of their personal banking, for example: bank transfers, direct debits, and digital banking support
• Helping customers that may be going through financial difficulty and debit card support
• Promoting channels such as Internet Banking and ensuring that all customers are aware and have access to the Bank’s complete range of services
• Problem solving – taking ownership of each and every query and ensuring these are resolved, making a real positive difference for our customers
• Ensure that all customers are supported in accordance with all regulatory requirements which aim to protect our customers
• Ensure all customer complaints are recorded in line with policy and where possible resolved at first touch, delivering an efficient outcome for the customer
• Ability to react fast when the day gets busy and handle a wide variety of different customers – excellent time management
• Confident in following banking processes and explaining this to customer

Employer Expectations Skills/Knowledge/Experience etc

• A professional, polite and courteous telephone manner
• Ability to deliver excellent service with outgoing nature
• Excellent verbal communication skills, with fluency in English essential
• A good listener who can convey empathy, patience and understanding
• Confident and proactive to deal with difficult situations and conversations
• Confident in having customer conversations
• High levels of accuracy and attention to detailConfident in working independently
• Confident in making complex decisions
• Self-motivated and able to affectively problem solve
• Interpersonal skills
• Be driven to work towards achievable targets
• Excellent numeracy skills
• Experience in working with vulnerable customers
• Ability to educate our customers on how to protect themselves against Fraud
• Previous banking/ financial services experience is highly desired
• Previous call centre/ customer service experience is essential

Qualifications/Tickets/Licences Required

• Process Excellence-Doing things well means something to you and you will always strive to improve on your work.
• Collaboration-You enjoy working with others and you like working as a team player.
• Communication-You can speak and write clearly and in a confident manner.
• Emotional Intelligence-You possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with others.
• Open-Mindedness-You are able to be open to different ways of thinking and new ideas.
• Critical Thinking-You are able to think logically when making decisions.
• Solution Orientation-Having a forward thinking mindset focused on resolving challenges.
• Entrepreneurship-Taking ownership, not being afraid to take on new tasks, develop and have a self-driven mindset