68 Customer Service Representatives jobs in Lurgan

Bank of London offers a safer business banking model by holding all deposits at the Bank of England, eliminating the risk of 'bank runs.' It provides services such as Deposit, Embedded Banking, as well as Commercial Banking tailored to businesses. Powered by proprietary technology, the bank collaborates with SAP Fioneer to deliver innovative solutions. With a focus on exceptional service and core values of ownership, curiosity, the bank strives for excellence in all it does.

Join the Bank of London as a Client Services Manager and play a key role in delivering a best-in-class experience to our clients. You will take ownership of ongoing service delivery, ensuring client needs are met with efficiency, professionalism, and a strong focus on operational excellence. Acting as a trusted point of contact, you’ll be responsible for managing day-to-day interactions, resolving queries, and continuously identifying opportunities to enhance the client experience.

In this role, you’ll work closely with teams across Client & Growth and Operations to coordinate issue resolution, support the delivery of new services, and ensure internal processes align with client expectations. Your ability to build strong relationships, communicate effectively, and navigate complex environments will be critical to your success. You will bring a proactive mindset, a commitment to high standards, and a passion for delivering outstanding service in a fast-paced, evolving environment.

Who we are looking for

We’re seeking a client-focused and detail-oriented Client Services Manager to take ownership of day-to-day client servicing within a fast-paced, regulated environment. You will be responsible for managing and resolving client queries, coordinating across internal teams to ensure service standards are met, and helping to continuously improve the overall client experience.

You’ll bring strong communication skills, a collaborative mindset, and a proven ability to navigate complex client relationships. Success in this role will require close coordination with teams across Client & Growth and Payment Operations, ensuring alignment between client expectations and internal delivery. You’ll thrive in a dynamic environment where responsiveness, relationship management, and operational excellence are key.

You will:

• Independently lead the day-to-day management of client servicing activity, ensuring high-quality, consistent support is delivered across the client portfolio.
• Oversee the team within responsible for handling client queries, issue resolution, and service delivery, ensuring alignment with SLAs and internal standards.
• Act as an escalation point for complex or high-impact client issues, driving swift resolution through effective stakeholder coordination.
• Partner with teams across Client & Growth and Operations to enhance service delivery models and ensure operational processes support an excellent client experience.
• Identify trends in client feedback, service performance, and operational issues to drive continuous improvement initiatives.
• Contribute to the development and implementation of scalable client service frameworks, processes, and reporting to support a growing and diverse client base.
• Support the onboarding and transition of new clients into live operations, ensuring readiness across internal teams and alignment with client expectations.
• Prepare and lead service reviews, providing clear insights on client satisfaction, query volumes, and performance against agreed KPIs.
• Represent the client service function in working groups, projects, and cross-functional forums to ensure the voice of the client is embedded in decision-making.

Essential Criteria

• Proven experience in managing client service delivery within a regulated banking, fintech, or financial services environment.
• Strong understanding of operational processes across payments, onboarding, or accounting servicing, with the ability to manage service quality and client expectations.
• Demonstrated ability to lead client-facing teams or functions, driving high standards of service and accountability.
• Experience managing escalations and complex client issues, with a track record of delivering timely and effective resolutions.
• Ability to build effective relationships across internal teams such as Operations, Product, Compliance, and Technology to support seamless service delivery.
• Comfortable working with service performance metrics, client satisfaction data, and reporting tools to drive insight-led improvements.
• Demonstrated ability to lead through change, whether in scaling service models, implementing new tools, or refining client processes.
• Excellent communication and stakeholder management skills, with the ability to represent the client function confidently at all levels of the organisation.

Work location

Belfast (Hybrid, in office 4 Days)

Travel to other locations may be required on occasion.

Diversity

Bank of London is an equal opportunity employer committed to inclusion, diversity and belonging. All qualified applicants are welcome and will receive consideration for employment without regard to race, colour, age, religion or religious expression, sex, sexual orientation, gender or gender identity and expression, transgender, national origin, or military veteran status.

• Leading, training, and motivating a team of customer support representatives to achieve performance targets.
• Developing and implementing customer support strategies, policies, and procedures.
• Ensuring timely and effective resolution of customer inquiries, issues, and complaints across phone, email, and chat support.
• Monitoring key performance indicators (KPIs) such as response time, resolution time, customer satisfaction scores (CSAT), and Net Promoter Score (NPS).
• Analyzing customer feedback and support data to identify trends, areas for improvement, and training needs.
• Collaborating with product development, sales, and marketing teams to advocate for customer needs and provide feedback.
• Managing the customer support knowledge base and ensuring its accuracy and completeness.
• Implementing and optimizing CRM and helpdesk software to enhance efficiency and user experience.
• Handling escalated customer issues and complex problem-solving scenarios.
• Reporting on support team performance and key metrics to senior management.

• Respond promptly and professionally to customer inquiries via phone, email, and live chat.
• Troubleshoot and resolve customer issues related to products, services, or account access.
• Provide clear and concise information about products, services, and policies.
• Escalate unresolved issues to appropriate internal teams or specialists.
• Document all customer interactions and resolutions accurately in the CRM system.
• Contribute to the creation and maintenance of customer support documentation and FAQs.
• Identify trends in customer inquiries and provide feedback to product and development teams.
• Strive to achieve high levels of customer satisfaction on every interaction.
• Adhere to service level agreements (SLAs) for response and resolution times.
• Stay up-to-date with product knowledge and company updates.
• Assist with customer onboarding and basic training as needed.
• Maintain a positive and helpful attitude, even in challenging situations.

• Previous experience in a customer service or support role is essential.
• Excellent verbal and written communication skills.
• Strong active listening and empathy skills.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Good understanding of common troubleshooting techniques.
• Ability to manage multiple tasks and prioritize effectively.
• Self-motivated and able to work independently in a remote setting.
• High school diploma or equivalent required; further education or relevant certifications are a plus.
• Experience in (mention specific industry) is advantageous.
• Comfortable using various communication platforms (e.g., Zoom, Slack, Microsoft Teams).

• Lead, train, mentor, and motivate a team of customer support specialists to achieve performance goals.
• Manage inbound customer inquiries via phone, email, and chat, ensuring timely and accurate resolutions.
• Develop and implement customer support strategies and best practices.
• Handle escalated customer issues with professionalism and efficiency, seeking satisfactory resolutions.
• Monitor customer support performance metrics (e.g., response time, resolution rate, customer satisfaction scores) and identify areas for improvement.
• Create and maintain comprehensive knowledge base articles and support documentation.
• Collaborate with other departments (e.g., Product, Sales) to resolve customer issues and provide feedback on product enhancements.
• Identify trends in customer inquiries and report them to management to inform product and service improvements.
• Conduct regular team meetings to discuss performance, share best practices, and address challenges.
• Ensure adherence to company policies and procedures regarding customer service.
• Contribute to the recruitment and onboarding of new support team members.
• Champion a customer-first culture throughout the support team.

• Proven experience (minimum 5 years) in a customer service or support role, with at least 2 years in a lead or supervisory capacity.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong understanding of customer support principles and best practices.
• Experience with CRM software and customer support platforms (e.g., Zendesk, Salesforce Service Cloud).
• Ability to manage and motivate a remote team effectively.
• Proficiency in Microsoft Office Suite or equivalent.
• A proactive and positive attitude with a passion for delivering exceptional customer experiences.
• Ability to handle high-pressure situations calmly and professionally.
• Experience in developing training materials and conducting agent training is desirable.

• Provide advanced technical and product support to customers via phone, email, and chat, resolving complex issues efficiently and effectively.
• Act as a primary point of escalation for customer inquiries that cannot be resolved by the Tier 1 support team.
• Investigate, diagnose, and troubleshoot customer problems, identifying root causes and implementing sustainable solutions.
• Document all customer interactions, issues, and resolutions accurately within the CRM system.
• Collaborate with other departments, such as Engineering and Product Development, to resolve escalated customer issues and provide feedback on product improvements.
• Develop and maintain comprehensive knowledge base articles and support documentation.
• Train and mentor new and existing customer support representatives, sharing best practices and product knowledge.
• Contribute to the development and implementation of customer support policies and procedures.
• Identify trends in customer issues and feedback, providing insights to management for service and product enhancements.
• Ensure a high level of customer satisfaction by delivering timely, professional, and empathetic support.

• A minimum of 3-5 years of experience in a customer support or helpdesk role, with at least 1-2 years in a senior or escalated support capacity.
• Proven ability to troubleshoot and resolve complex technical or product-related issues.
• Excellent communication, active listening, and interpersonal skills.
• Strong problem-solving abilities and a keen attention to detail.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Experience in training or mentoring team members is highly desirable.
• Ability to remain calm and professional under pressure.
• A strong understanding of customer service principles and best practices.
• Familiarity with (mention a relevant technology or software if applicable, e.g., SaaS platforms, software applications) is a plus.
• Ability to work effectively both independently and as part of a hybrid team.

• Lead, train, and mentor a team of customer support representatives.
• Manage and resolve escalated customer complaints and issues.
• Develop and implement strategies to improve customer satisfaction and loyalty.
• Monitor team performance and ensure achievement of key performance indicators (KPIs).
• Analyse customer feedback and support data to identify trends and suggest improvements.
• Maintain up-to-date knowledge of company products and services.
• Collaborate with cross-functional teams to resolve customer issues and enhance the customer experience.
• Ensure efficient operation of the customer support ticketing system.

• Proven experience in a customer service or support role, with at least 2 years in a leadership or supervisory capacity.
• Exceptional communication, interpersonal, and conflict-resolution skills.
• Proficiency with customer support software and CRM systems.
• Strong analytical and problem-solving abilities.
• Ability to work effectively in a fast-paced environment.
• Demonstrated empathy and a customer-centric approach.
• Experience in the (Specify Industry, e.g., Tech, Retail) sector is a plus.