Overview

Customer Support Officer - Savings role at Paragon Banking Group PLC. A Platinum Investors in People employer and an award-winning UK bank, focused on growth. Our customers include savers and businesses across the UK and, working together, we use our specialist expertise to help them achieve their ambitions and build a sustainable future. If you’re an experienced Customer Support Officer looking for an opportunity to grow in a friendly environment, we’re looking for you!

We’re flexible, inclusive, committed to your wellbeing and passionate about you reaching your potential. Let’s grow together.

What you’ll be doing

• Manage and provide support for customers for their savings account, including product support and transaction queries/monitoring for both front end and back-end functionality.
• Provide an excellent customer experience through building rapport, listening, and communicating effectively to understand customer needs.
• Handle customer queries through different interaction touchpoints.
• Identify potentially vulnerable customers, financial crime indicators and process bottlenecks, referring customers to specialised areas where needed.
• Adapt to changes in policy and procedures, using initiative to challenge barriers and provide the most appropriate outcome for the customer.

About You

• Demonstrate excellent communication skills, empathy, and the ability to challenge processes appropriately.
• Use initiative and work effectively as part of a team.
• Adapt communication style to suit the customer or colleague.
• Remain calm under pressure and be adaptable.
• Interpret/resolve and satisfy customer queries by using available tools within your mandate.

Even if you don’t meet all the criteria, we encourage you to apply. We value diversity and are excited to hear from passionate individuals. If you’re ready to contribute to the team, please apply.

Working hours

Current operating hours – Monday to Friday 8am to 6pm, Saturday 9am to 1pm. Shift patterns will be agreed based on operating hours and will be on a rota basis. Applicants should be flexible to future shift changes within Monday – Sunday, 37.5 hours per week between 08:00 - 22:00 (one hour lunch).

Inclusion

As a Disability Confident Employer, we aim to make vacancies accessible for everyone. If you have a disability, long-term health condition, or are neurodiverse and need adjustments in our recruitment process, please contact our recruitment team.

About Us

What can we offer you?

• Generous Holiday Allowance: 25 days rising to 30, plus days off for birthdays, Christmas Eve, and New Year’s Eve. Buy or sell up to a week’s leave.
• Share Save Scheme: Opportunity to buy shares at a discounted rate.
• Profit Related Pay: A share of annual profit for eligible employees.
• Pension Plan: Company contributes up to 10% of annual salary.
• Family Friendly policies: Enhanced parental pay and paid time off for fertility treatment.
• Employee Discounts: Discounts on entertainment, travel, shopping, motoring and more.
• Volunteering Day: One volunteering day per year.
• Life Assurance and Personal Accident Cover.

Be flexible

Hybrid working model combining office and home to support work-life balance.

Be yourself

We are an equal opportunities employer and value diversity. Our Equality, Diversity and Inclusion Network supports building a more equal, diverse, and inclusive business.

Be heard

Employees can use their voice through the People Forum and regular surveys to influence our future.

Be well

Wellbeing tools include digital GP via Employee Assistance Programme, wellbeing support, and Vitality at Work benefits.

Be better

As a Platinum Investors in People employer, we’ll help you develop with a personalised plan together with your manager.

Job details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology

Location: various UK locations; Birmingham, Coventry and surrounding areas frequently listed on job boards.