Customer Services Adviser (Fair FX)

Fair FX (https://www.fairfx.com/) - Chester - (Hybrid - weekends at home) 

At FairFX, we revolutionize the way individuals and businesses manage their money across borders. With a mission to provide fair, transparent, and cost-effective financial solutions, we leverage cutting-edge technology to offer a comprehensive suite of currency exchange, international payments, and prepaid card services.

With almost two decades worth of experience in the fintech industry, FairFX has established itself as a trusted partner for over 1-million customers worldwide. Our innovative platform empowers individuals and businesses to seamlessly navigate the complexities of international finance, enabling them to save time and money while conducting cross-border transactions.

Driven by a commitment to transparency and integrity, we prioritize customer satisfaction above all else. Our dedicated team of professionals works tirelessly to deliver personalized solutions tailored to our clients' specific needs, ensuring a seamless and secure experience every step of the way.

Join us at FairFX and become part of a dynamic team dedicated to shaping the future of global finance. Together, we're building a world where borders are no longer barriers to financial opportunity.

FairFX are open 7 days a week, 365 days a year. As such, the role will include some weekend shifts (one Saturday and one Sunday per month). These particular shifts will be worked from home. Working hours are 08:30 - 17:00.

Responsibilities

• Act as the first point of contact for customer inquiries, demonstrating exceptional communication skills and a friendly, professional demeanour.
• Respond promptly and effectively to customer questions, concerns, and complaints through multiple communication channels.
• Provide accurate and detailed information about Card One Money's products, services, fees, and policies to assist customers in making informed decisions.
• Troubleshoot and resolve technical issues related to online banking, mobile applications, and card services, ensuring a smooth user experience.
• Escalate complex customer queries or issues to the appropriate teams and follow up to ensure timely resolution.
• Collaborate with internal departments to address customer feedback and contribute to the improvement of our products and services.
• Maintain accurate records of customer interactions, transactions, and inquiries in our customer relationship management (CRM) system.
• Stay up to date with industry trends, product updates, and regulatory changes to provide relevant and reliable information to customers.

Essential Skills

• Excellent customer service skills and the ability to develop and maintain business relationships with potential and existing customers
• Knowledge and practical experience of MS Office (Word, Excel and Outlook)
• Good organisational and time management skills
• Excellent telephone manner
• Good communication and interpersonal skills
• The ability to work as part of a team.
• Numeracy and literacy skills

Our investment in you

We welcome people into the Equals group and desire to grow and develop our talented teams. We believe in teamwork and celebrating our successes. We strive to embrace our values. We want to put you in the driving seat of your career and achieve your full potential through growth opportunities and developmental support. 

When you join the Equals Group, we aim to help you to get more out of your career. We will also offer you the following benefits;

Benefits

• A competitive salary benchmarked against a peer group.
• 25 days holiday per year + your birthday off
• Opportunities for progression, development and learning new skills.
• Free onsite Nuffield Health gym & pool (London) and discounted gym membership elsewhere
• Interbank currency rates on travel money and international transfers.
• Contributory pension
• 3 x basic annual salary life assurance
• Cycle to work scheme
• Season ticket loans
• Comprehensive employee assistance programme
• Private medical insurance following successful probation
• Enhanced parental policies
• Eye care vouchers
• Complimentary drinks and fruit
• We operate a hybrid working arrangement where possible

Where possible we offer the opportunity to work flexibly and the opportunity to balance some remote working with time in the office collaborating, taking part in events and developing the social connections that make working with us rewarding.

Equals strives to create a workplace where we can all be ourselves. We believe in inclusion, equality and the power of diversity, so you'll be encouraged to bring your unique perspectives and experiences and help us understand what you need to do your best work.