Customer Service Adviser

Newcastle Building Society; Hebburn; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading financial technology company in Hebburn seeks an interim Customer Service Adviser to manage inbound telephone queries and provide exceptional customer service. This role involves working in a fast-paced environment and includes a training program with the Customer Excellence Academy. You will be responsible for guiding customers and ensuring high standards of care, especially for vulnerable customers. The position offers a 35-hour work week and various employee benefits, including a corporate bonus scheme and wellness programs.

Benefits

Competitive salary

Corporate bonus scheme

Pension scheme

Hybrid working options

Health cash plan

Free onsite gym

Qualifications

• Experience in a customer-focused environment is preferred.
• Ability to learn and navigate multiple systems and programs.

Responsibilities

• Handle inbound telephone queries relating to customer savings accounts.
• Guide customers through opening or closing accounts and handle complaints.
• Meet compliance and quality metrics for customer service standards.

Skills

Customer service skills

Communication skills

Attention to detail

Ability to work in a fast-paced environment

Job description

About the Role

Newcastle Strategic Solutions is part of the Newcastle Building Society Group and a leading financial technology organisation. Within Strategic Solutions we run savings accounts on behalf of other banks/building societies, our work has earned us an enviable reputation in the market as the best at what we do.

Our purpose as an organisation is to ‘connect our communities to a better financial future’ and our Customer Service Advisers are crucial in enabling us to achieve this.

As an interim Customer Service Adviser you’ll be responsible for delivering exceptional customer service predominantly by handling inbound telephone queries relating to customer savings accounts alongside some admin tasks.

You’ll handle anything from guiding customers through the process of opening or closing their accounts to handling any complaints with care. You’ll be working in a fast paced environment following a clear daily schedule and be assigned to work on one of our 16 clients’ accounts.

As a regulated organisation, we have a duty of care to support all customers, but particularly customers in vulnerable circumstances, therefore you’ll be measured on a variety of compliance and quality metrics to ensure we’re consistently delivering high standards of customer care, as well as other KPIs to ensure the service we provide is of the highest level.

Once onboard, you’ll begin training with our fantastic Customer Excellence Academy for around 4 weeks which will give you the skills to be successful in role, the training will be a combination of classroom based and on the job learning.

The role is a 35-hour working week and you’ll be required ability to work a fixed shift rotation that covers our entire opening hours, which are: Monday to Friday (8am-8pm), Saturday (9am-5pm) and Sunday (10am-4pm).

* This 12 month Fixed Term Contract is due to commence in February.

About You

You will have the ability to work in a fast-paced environment and have a genuine motivation to deliver high quality customer service and share in our passion and commitment to deliver the best service to our customers.

You will be an upbeat and confident communicator, whether that is over the phone, via email or letter, being clear and actively displaying great attention to detail is crucial.

You will have some experience in a customer focused environment.

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; opening opportunities to you via in role progression, secondment opportunities and a dedicated internal careers page.

What our colleagues working within our contact centre say:

• “I just wanted to say how supportive the trainers have been in the company. I've never experienced anything like it in other roles.”
• “The staff are welcoming, approachable and friendly, which is a true reflection of the culture. I look forward to going to work and I am really looking forward to a long and happy career with Newcastle Building Society.”

As an inclusive employer and member owned mutual, we aim to reflect the diverse communities we serve and encourage application from candidates of all backgrounds. We believe that everyone should feel valued, respected, and celebrated for who they are, we want colleagues to feel this is a place the belong. A place to be you.

What do you get in return?

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

• 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 your preference is 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’re 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 in which 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].