In our 'Five minutes with...' blog series, we get to know different members of the RCI Bank team to find out about their role, their views on the bank and the wider banking industry. In this edition we chat to one of our customer services managers…

Tell us a little bit about your professional background and what made you want to work with RCI Bank

I love being able to help others, so a job in customer service has always been a no brainer for me. The simplicity of the RCI Bank savings model combined with the high quality customer services really appealed to me, and it’s these features that make me so passionate about my job at RCI Bank.

Although I studied psychology at university, my background lies in financial contracting. I started in complaints, worked as a trainer then moved on to manage a customer focussed team. I lived in London for a while, but when the position came up within RCI Bank and it was based in the (not so sunny) north east of England, I jumped at the chance.

Explain your role for the Bank?

In customer service, no two days are the same. I love thinking outside the box to solve any problems our customers may be encountering and I relish the challenge of ensuring they end every call with a smile. As well as making sure our customers get the best outcomes, I take pride in representing RCI Bank

I am also responsible for investigating customer feedback and making sure we’re constantly improving and providing the best service for our customers.

What’s the best thing about your job? And why is good customer service so important?

I love knowing that the decisions we make can ultimately make a difference to someone’s life. The person as the end of the phone is never just a number. My team always put their hearts into what they do, and it’s a joy to see. Good customer service is literally at the heart of what we do – we would never want a customer to leave a call without a resolution, and we make it our mission to get these resolutions right every time.

How do you handle any difficult or angry customers?

When customers are angry or frustrated, there is always a reason behind it. It’s my challenge to understand why and to find a way to resolve it. I’m a firm believer in putting myself in the customer’s shoes to consider how I would feel in their position. It’s so important to be patient, as we don’t know what customers are going through at the other end of the phone.

How do you unwind after work and what are your hobbies?

I love a good book, particularly a thriller or a classic rom-com. That, paired with a glass of white wine is my idea of a perfect night in! I am also particularly fond of a slice of cake, so to keep things in balance I pair my love of cake with a love of the gym. As the saying goes – everything in moderation.

Has working in the contact centre made you notice good/bad customer service more in your time outside of work?

Most definitely, working in this environment makes you really appreciate good customer service. Whatever the situation, whether it’s face to face or over the phone, polite and friendly service can make a huge difference to how you feel towards a brand as a customer.

Can you tell us something surprising about yourself?

In my spare time I like to channel my inner Bridget Jones and write a dating blog. It started off as a joke, but I thoroughly enjoy writing and as long as it makes my friends laugh then I’ll continue. Until I meet my Mr Darcy that is…! 

Are customers now seeking more advice online, or posting problems on social media? Or is there always going to be a place for speaking to a representative on the phone?

Regardless of how people prefer to manage their money online, there will always be some customers who prefer to speak to a human on the end of a phone.  Although the world of social media is amazing in terms of being able to connect with people, it’s always nice to hear a friendly voice and personal touch in customer service too.