Customer Service Adviser

Newcastle Building Society; Wallsend; Hybrid; GBP 10,000 - 40,000; Full time

Job summary

A leading financial services provider is looking for confident communicators to join their Customer Service Centre. The role involves handling unscripted customer calls regarding savings accounts, supported by extensive training. Benefits include a competitive salary, hybrid work options, generous holidays, and additional perks to promote work-life balance. Candidates should have customer service experience and a passion for helping others.

Benefits

Corporate bonus scheme

Pension scheme

Annual performance pay reviews

25 days annual leave plus bank holidays

Hybrid working options

Health cash plan

Free onsite gym

Qualifications

• Experience in a customer-focused environment.
• Ability to navigate and use multiple systems and programs.
• Desire to provide excellent customer service.

Responsibilities

• Handle unscripted calls from customers regarding their savings accounts.
• Complete a range of admin tasks to support customers.
• Deliver exceptional customer care without deadlines.

Skills

Communication skills

Attention to detail

Experience in customer service

Job description

Overview

Newcastle Strategic Solutions (NSSL) is the UK’s leading savings management platform and one of the North East’s most established and successful FinTechs. We provide savings management and technology services for new challenger banks and established providers across the UK. Our work is delivered through our Customer Service Centre, which provides a personalised experience for our customers over the phone and via our communications tools.

Delivering exceptional customer care, you will handle unscripted calls from our customers on a range of queries regarding their savings accounts. As well as taking incoming calls, you’ll be helping our customers by completing a range of admin tasks to support them. Our ethos in the Customer Service Centre is putting customers first and getting things right for them first time. We do not set deadlines to resolve queries to ensure every customer is treated in a way that fits their individual needs.

You\'ll work a fixed shift rotation that covers our entire opening hours. The operating hours of our Customer Service Centre are:

• Monday-Thursday 8am-8pm
• Friday 8am-8pm
• Saturday 9am-5pm
• Sunday 10am-4pm

Full training for the role will be delivered through our Customer Excellence Academy. Our next available start date is the 13th October. We also have additional start dates moving forwards; apply now and we will chat through your availability to find a start date that works for you.

About You

You will be an upbeat and confident communicator, whether that is over the phone, via email or letter, with clear communication and great attention to detail. You will have some experience in a customer-focused environment and the desire to provide excellent customer service, perform at the highest level, and share in our passion and commitment to our customers. You will have the ability to learn, navigate and use multiple systems and programs which we use to ensure customer service is delivered to our high standard.

About Us

We are Investors in People Platinum Accredited, putting us in the top 2% of businesses IIP accredits. This means we are dedicated to enhancing our colleague experience and making NBS Group a great place to work. We are also an organisation in which you can build a career via in-role progression, our Learning and Development team, mentoring programmes, secondment opportunities and a dedicated internal careers page. Our contact centre colleagues share positive experiences of training and professional environment.

As an inclusive employer and member-owned mutual, we aim to reflect the diverse communities we serve and encourage applications from candidates of all backgrounds. Everyone should feel valued, respected, and celebrated for who they are — a place to be you.

What you get in return

As well as a competitive annual salary based on above-market pay scales, our reward package includes:

• Financial
• Corporate bonus scheme (on target 5%, up to a maximum 10%)
• Pension scheme (up to 9% employer contribution)
• Annual performance related pay reviews
• Colleague mortgage scheme
• Electric car salary sacrifice scheme
• Life assurance (4x salary) and income protection
• Access to our financial advisers
• Access to a range of high street and online discounts

• Work/Life Balance
• A 35-hour weekly contract
• 25 days’ annual leave + bank holidays (rises to 30 with length of service)
• The option to buy and sell up to 5 days’ holiday
• Hybrid working (typically 3 days home based; if you prefer to work from the office full-time let us know)
• Above statutory family leave entitlement - 3 months full pay, 3 months half pay, regardless of gender or route to parenthood

• Health and Wellbeing
• Access to a health cash plan through a Medicash scheme
• Access to an employee assistance programme
• Free onsite gym at our Cobalt head office and access to discounted gyms
• Two paid volunteering days each year
• Cycle to work scheme

Recognising there’s no one-size-fits-all approach to recruitment, we are committed to ensuring every candidate has the opportunity to showcase their full potential throughout the recruitment process. We strive to make our processes as accessible as possible; if there are any ways we can provide support or make adjustments, we would love to discuss this with you. You can contact your Recruiter for this vacancy at [e-mail]