Customer Operations Specialist

JOB TITLE: Customer Operations Specialist

SALARY:  £28,776

LOCATION(S): Isle of Man

HOURS: Full-time, 35 hours per week. Part-time working patterns may be considered

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time in the office.

Colleagues with disabilities can be supported with workplace adjustments including hybrid working expectations in line with our Flexibility Works policy. 

What you’ll be doing:

We're looking for a Customer Operations Specialist to join our Client Delivery team.

This is a fantastic opportunity to build broad operational experience whilst helping deliver outstanding service to customers across a variety of journeys including onboarding, account servicing, maintenance and customer support activities.

No two days are the same. You'll work with colleagues across multiple teams, use digital tools to simplify processes and help ensure we deliver the right outcomes for our customers first time.
We're particularly interested in people who enjoy solving problems, taking ownership and continuously looking for ways to improve customer experiences.

In this role you’ll:

• Support customers through key onboarding, servicing and account maintenance journeys, ensuring requests are handled from start to finish

• Complete activity accurately and in line with risk, regulatory and operational requirements

• Work collaboratively across Client Delivery to resolve queries and deliver the right customer outcomes

• Use digital tools and systems confidently to manage work, track progress and support efficient processing

• Identify opportunities to simplify processes, improve customer experience and support continuous improvement activity.

Why join us?

We’re on an exciting journey to transform our Group and the way we’re shaping finance for good. We’re focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone.

What we’re looking for?

• Experience in a customer service, operational or administrative role, ideally gained over at least 12 months

• Strong organisational skills with the ability to manage competing priorities and follow tasks through to completion

• High attention to detail, with the ability to complete work accurately and in line with procedures

• Confidence using technology, digital tools and multiple systems to manage customer or operational activity

• Strong communication and teamwork skills, with the ability to work well across different teams

• Ability to take ownership of customer queries, solve problems and escalate where appropriate.

And any experience of these would be great:

• Experience working in banking, financial services or another regulated environment

• Knowledge of customer onboarding, account servicing or operational processing

• Experience supporting process improvement, change activity or digitisation.

We know that great talent comes from many backgrounds. We recognise that skills are developed in many ways, so if you have relevant, transferable experience, we encourage you to apply.

This is a place for you:

Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities and we’re committed to creating an environment in which everyone can thrive, learn and develop.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%

• An annual performance-related bonus

• Share schemes including free shares

• Benefits you can adapt to your lifestyle, such as discounted shopping

• 22 days’ holiday, with bank holidays on top

• A range of wellbeing initiatives and generous parental leave policies.

Ready for a career where you’ll learn and thrive?

Apply today and find out more.

Please note our roles can generate a considerable amount of interest and close early so don't miss out on this opportunity to apply today.