Customer Adviser Telephony Service – Full-Time & Part-Time – Permanent

Organisation: RBS (Edinburgh)

Location: Edinburgh

The Business

Our vision is to become the UK‘s most helpful and sustainable bank, and our people are key to achieving this. So we place a high priority on recruiting the best talent with the right skills, experiences and behaviours.

The Specialist Area

Our goal is simple: to become the UK‘s most helpful and sustainable bank. It‘s all about putting the customer at the heart of everything we do, making their lives easier and taking the stress out of banking. We‘re in a position to help our customers with everything that‘s important to them – from day to day money matters to buying their homes, protecting their families or building their future. And by getting this right, we‘re well on track to rebuilding the future of RBS too.

All of this starts with having the right people on our team. People who share our belief that the customer comes first, are driven to go above and beyond what‘s expected and who let their enthusiasm shine through every day. People who are always professional in their work, but can engage with customers and talk to them like the individuals that they are. We want our customers to be confident that they‘re making the right choices for themselves and their money, so to do this, we need to offer simple, straightforward help and advice. And by working as a team and making sure we‘re getting all of this right, we‘ll rebuild RBS into an organisation that everyone can be proud of – where service is everything.

For our people this also means the chance to develop their skills and take their career in many different directions. Whatever you want to do and however you want to learn, we‘re here to help you take your career to the next level.

The Requirements

You will work to individual and team based targets for service standards.
You will consistently apply the Bank’s service processes and support tools. You will also adhere at all times to internal and external regulatory, operational and credit control systems and procedures.

You will deal with and process all business customer transactions and enquiries accurately and timely within agreed standards.

Put our customers first by providing high quality customer service in every interaction.
Identify customer complaints and take ownership of those complaints which can be resolved immediately in accordance with the group complaint handling standards. Keep abreast of bank procedures and processes and adhere to all operational procedures.

The site operates 24 hours over 7 days. Each team within Edinburgh will have a fixed weekend day off and covers a 10 hour window across the remaining 6 days. These team shifts are periodically reviewed to meet changes in our customer demand, but currently are:
Current Team Coverage

· Mon-Sat 7am-5pm

· Sun-Fri 8am-6pm

· Mon-Sat 8am-6pm

· Sun-Fri 9am-7pm

· Mon-Sat 10am-8pm

· Sun-Fri 2pm-midnight

Once trained, you will be assigned to one of these teams. Your shift will be 8 hours with a 1 hour break covering 5 of these six days. Your day off may vary from week to week to meet our customer needs. Your shifts will normally be confirmed to you 6 weeks in advance and locked down within 2 weeks. Any hours worked outside 8am to 8pm will also attract an additional shift premium payment.

Bank Holidays – agents will be scheduled to work the upcoming bank holidays (up to and including the August BH) unless still in Training. Agents will have the opportunity to request not to work the Christmas Bank Holidays but requests are prioritised against seniority.

Part Time Hours

We are able to consider applications from part-time candidates who can commit to a minimum of 21 hours per week, over 4 or 5 days between the hours of 9am and 3pm. Please note you would be required to work 1 weekend day and either a Friday or Monday as part of your shifts.

Training will be on a full-time basis and will be for 5 weeks (3 weeks in a classroom environment and 2 weeks live on the floor)

The Rewards

Upon joining the team you will receive an attractive reward package of between £15,968 and £21,900 pa. (pro rata for hours worked).

You will also have the opportunity to participate in a bonus scheme linked to helping our customers and the success of the business.

Generous holiday allocation of 33 days per year, made up of 25 days plus 8 bank holidays (pro rata for hours worked).

The RBS Group is recognised as having one of the most innovative and flexible reward programmes in the financial services sector, which means you can take it all as salary, use it to contribute to your pension or select from a great range of benefits.

This extensive range of benefits includes discount vouchers for popular high street stores, discounted protection products such as life assurance and private medical cover, as well as childcare vouchers and other attractive options.

How to apply: Please apply through the following link: here or

Various start dates in June, July and August.