Customer Service Advisor

Who we are

Since 2001 thinkmoney has been helping customers stay on top of their finances. We've changed a fair bit since then, and we're growing and developing new things faster than ever. But one thing hasn't changed: the way we look after our customers.

For ten consecutive years we've held a four star Fairbanking mark to recognise that we help customers manage money well. The brilliant service our customers receive has also earned us a 4 star rating on Trustpilot.

In December 2019 we won out latest award for Best Use of IT in Retail Banking at the 20th Banking Tech Awards, highlighting our innovation and digital transformation skills. For more information, please visit our LinkedIn page.

Our digital teams are constantly developing new app features based on real customer feedback, and our customer service teams are here to support customers who need that human touch.

Our commitment to helping others doesn't end there. CSR is important, and in 2020 we received an award for being the largest fundraiser for Cash For Kids over the last four years, and another for raising GBP1million for charities in the last ten years.

Personal Qualities and Cultural Fit

We work fast and to a high standard. The only way to constantly deliver in a time of great change is to ensure collaboration between people and departments.

We look for people who are intellectually curious as to what is possible, mixed with the pragmatism to understand the operating environment and constraints, be they time, budget or capabilities.

The art of the possible mixed with the need to get things delivered.

thinkmoney continues to be successful, so a growth mindset where you build technology solutions that work now, but that have future growth and business needs taken into account is essential. All delivered at a price point that ensures the maximum value for all expenditure.

Role Purpose:

The Customer Service Adviser is responsible for providing an outstanding level of service to all customers. They must ensure customer queries are dealt with in an efficient and accurate manner, with fair customer outcomes at the heart of everything they do.

Role and Responsibilities:

• Taking calls from thinkmoney Current Account customers in order to deal with any account queries that they have, to include, but not limited to:
  
  • External transferring of customer funds.
  • Ordering of cards, PIN reminders and paying-in books.
  • Amendments to contact details as requested by customers.
  • General balance and transaction enquiries.
• Ensuring that good customer outcomes are promoted at all times.
• Operating within quality guidelines and external regulators, specifically the FCA.
• The timely reporting of any complaints and/or suspicious activity in line with company policy and procedures
• Ensuring that all work carried out is to the highest standard, in line with the policies and procedures set out by thinkmoney.
• The protection of client privacy and commercial confidentiality.
• Attain & maintain competence under TMG Ltd's Training & Competence Scheme.
• Reach and maintain Key Performance Indicators expected of a Level 1 Customer Service Advisor to required standards and specified timescales
• Carry out all duties in a manner that reflects TMG Ltd's values at all times.
• Undertake any further duties determined as reasonable and necessary in fulfillment of the role.

Essential Criteria:

• Strong communication skills
• At least Grade C GCSE Math
• Proven customer service skills from a similar high volume environment
• Confident, outgoing individual, with the ability to build customer relationships
• Excellent keyboard skills
• Ability to work under pressure, whilst maintaining a professional and positive attitude both within the office environment and with customers
• Maintaining high levels of accuracy at all times

Desirable Criteria:

• Previous experience of working within a customer centric call centre
• Experience of working within a regulated environment

Benefits Package

• Contributory pension

• 23 days' holiday rising to 28 days with service

• An extra day's leave for your birthday

• A paid charity day for you to work somewhere as part of our CSR commitments

• On-site gym with free personal training

• On-site restaurant with Costa Coffee

• Employee assistance program