Customer Service Professional - Customer Engagement Network- Brighton Office- 14th Feb Start Date

Job description

You won't just help customers. You'll help YOUR customers.

Do you have a passion to be able to deliver world-class customer service or perhaps already know what it takes? Then we want you to join #TeamAmex! Whether you already have a wealth of customer experience or are looking for your first customer servicing-based role, here at #TeamAmex we've got our customer's backs and each other's: Every. Single. Day. That's why when you become a part of #TeamAmex, you will receive 6 weeks of classroom training, followed by 8 weeks of on-the-job training and support and it doesn't stop there. At American Express, we continue to support the building of meaningful and rewarding careers of all our 60,000 diverse colleagues globally and offer outstanding benefits such as:

We provide childcare vouchers - The Government's Tax-Free Childcare scheme has replaced the Childcare Vouchers scheme. It could save you up to £2,000 a year, per child, on childcare.

Hybrid working - You will work in a hybrid model consisting of virtual and in the office working each week

Annual holiday - Your annual holiday entitlement is based on your band level and length of service with us, but all colleagues are required to take a minimum of 28 days paid holiday which includes eight public holidays.

Cycle to work - The Government sponsored Cycle2Work scheme is a great way for you to save money on a bicycle and related safety equipment for the purpose of cycling to work. Simply choose a new bicycle and equipment up to the value of £1,000 and submit your choices in FYB Flex UK. You will receive a voucher to buy the bike and accessories that you will lease from us for a 12-month period. Repayments are made via Salary Sacrifice

Smart saving benefit - a portal that can support you with your savings and help you reach your financial goals (app called Nudge)

Pension scheme - All colleagues will receive a core 7% contribution paid by American Express and you will pay a 3% contribution.

Life Assurance - Should you pass away while employed by American Express, you can have peace of mind that your nominated beneficiaries would receive a payment of four times your basic annual salary. This is to ensure they are financially taken care of.

Critical illness insurance

Income protection

Smart spending app - discount prices from retailers including: Boots, B&Q, Debenhams, IKEA, Marks & Spencer, Sainsburys, and many more.

Healthy living hub - Based in our offices you will have the opportunity to book any of the below that are relevant to you;

Onsite GP
Nurse
Core health checks
Physiotherapy
Onsite CBT and Counselling
Nutritionist
Gym and exercise classes
Digital Health Kiosks
Emotional Wellbeing Therapist
Smoking cessation

Dental cover - With Dental Cover you can make sure your teeth are looked after properly while keeping the cost down. All colleagues will receive level 2 single cover as a core company funded benefit.

Private health care

Onsite health checks -

Biometric check
Emotional Wellbeing check
Posture check
Healthy Weight check
External health checks such as Generic cancer screening, mammograms etc.

Virtual GP - you can book appointments if you are not feeling well via an app provided through private health.

We also use an internal platform where you can request the following;

• Choose the benefits that are right for you, your partner and family

• Check the impact of your benefit selections on your take home pay before you commit to them

• Find out more about all the For Your Benefit UK programmes

• View the value of the benefits you receive from American Express and understand how they can support you through all stages of life

• Access a huge number of discounted products and services via the Smart Spending portal (app which gives you discounts)

Your core responsibilities as a Customer Care Professional at American Express will include:

Delivering world-class customer service, while responding to customer inquiries and concerns over the phone
Building meaningful relationships with our customers through a consultative approach, understanding their current and future needs, providing first contact resolution, and negotiating a positive outcome for the customer and American Express
Enhance our customer's experience by identifying opportunities to offer products based on our Cardmember's needs
Meet and exceed quality goals, compliance regulations and productivity targets
Navigate computer systems and applications to service our Customers, and enable them to get the most from our online and mobile platforms
Reprioritise and adapt to an ever-changing environment

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

Required Skills:

Demonstrate personal excellence by remaining positive in difficult situations
Display a passion to serve by delivering outstanding service in every interaction with our Customers
The ability and resilience to work in a fast-paced and dynamic environment as well as multitask, using multiple systems and digital tools to service our Customers
Strong interpersonal, communication, verbal, and written skills
Assertiveness to handle difficult conversations
Excellent negotiation, influencing and resourcefulness skills
Critical, analytical and forward thinking with problem-solving skills, and strong attention to detail
Confidence to work in a virtual environment
Shift work Monday to Sunday 7 days a week (working 5 days) - 35 hours a week

Additional Details:

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

Location: 1 John Street, Brighton - The team are based in our office in Brighton. Based on the evolving situation with Covid-19, we are currently working from home however will be returning to the office in the near future.

We will work with you to ship equipment to your home address and conduct a new hire orientation virtually, from there your training and/or work will be remote until the situation with Covid-19 allows us to move back into our building. You will need to have a quiet space at home to work from, whist we operate a virtual team.

American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives. At American Express' discretion, this position may be work from home and adjusted back to "in office" at any time.

Why American Express?

There's a difference between having a job and making a difference.

Amex have been making a difference in people's lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.

We've also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they're ready to take on a new career path, we're right there with them, giving them the guidance and momentum into the best future they envision.

Because we believe that the best way to back our customers is to back our people.

The powerful backing of American Express.

Don't make a difference without it.

Don't live life without it.

To complete your application please click on the links below. However, if you require any assistance with the completion of this process - or need any reasonable adjustments to be made - then please contact the Recruitment Team on .