Reporting into the Customer Services Team Leader, you will develop and maintain excellent working relationships with designated Key Customer Accounts using a combination of personal representation and electronic media.  You will liaise with all parts of the business, ensure that customer expectations are met and maximised with Coutts.  You will also work very closely with other team members and be an integral part of the Customer Services Department, providing external and internal customers with accurate and timely information meeting their needs.

Working closely with HR, you will implement learning and development initiatives to enhance your own effectiveness.  You will develop the quality of the delivery of customer care, working closely with the Customer Service Team Leader.

The major responsibilities include supporting the Customer Services Team Leader to achieve key result areas.  Under this direction, you will take ownership of all aspects of designated customer requirements from receipt to resolution.  You will devise and deliver innovative solutions to reduce costs and maximise customer spending across the department.  You will be aware of the commercial implications of trading terms versus client activity and make recommendations on appropriate action.  You will help in the creation of a centre of excellence and ultimately provide an unparalleled service for our customers whilst developing effective relationships with other department teams.

Essential requirements are:

• Experience in a Customer Services department with account management abilities
• A proven track record of building and developing customer relationships
• Excellent keyboard and telephone skills are required.  
• Excellent written and verbal communication skills 
• Numerical accuracy
• Experience of commercial awareness decision-making
• Organisational time management skills
• Experience of working in a team
• Experience of working within a sales environment and in the library sector are desirable

To request a full role profile or to send an up-to-date CV to the Human Resources department, please address to Avon House, Headlands Business Park, Ringwood, Hampshire, BH24 3PB.  Alternatively, please use the following email address: hruk@couttsinfo.com