Customer Service Advisor

FNZ (UK) Ltd; Basingstoke; Hybrid; GBP 22,000 - 29,000; Full time

Benefits offered by this job

Competitive salary

Benefits package

Flexible working

Induction & training

Health insurance

Parental leave

Volunteer leave

Career development

Job summary

FNZ (UK) Ltd in Basingstoke is seeking a Customer Service Advisor to join our hybrid, permanent team. You will handle inbound enquiries by phone and live web chat, delivering outstanding service while guiding customers to manage their accounts using our online tools.

You will work with a collaborative team, aim to resolve queries accurately, build rapport with customers, and contribute to continuous improvement of processes and customer experience in a fast-paced environment.

Qualifications

• Experience in customer service, contact centre, financial services, or a customer-facing environment.
• Excellent verbal and written communication skills.
• Strong attention to detail and accuracy.
• Ability to build rapport and engage confidently with customers.
• Comfortable using telephony systems and computer applications.
• Strong organisational and multitasking skills.
• A proactive and problem-solving mindset.
• Ability to work effectively both independently and as part of a team.

Responsibilities

• Handle inbound customer enquiries via telephone and live web chat.
• Provide accurate information about customer accounts and financial products.
• Deliver a positive and professional experience during every interaction.
• Build rapport with customers and understand their individual needs.
• Help customers become more confident and self-sufficient using FNZ's online services and digital tools.
• Manage inbound calls in line with service levels and quality standards.
• Participate in ongoing training and development activities.
• Share ideas to improve customer experience and operational efficiency.

Skills

Customer service

Communication

Rapport building

Problem solving

Multitasking

Teamwork

Active learning

Tools

Telephony systems

Job description

Customer Service Advisor Basingstoke Hybrid/Permanent £Competitive + excellent benefits

FNZ is looking for Customer Service Advisors to join our highly successful Contact Centre team in Basingstoke. This is an exciting opportunity to become part of a supportive, collaborative, and customer-focused team, helping customers get the most from their financial products and services. As one of the key points of contact for our customers, you'll play a vital role in delivering exceptional service and creating positive experiences across every interaction. Whether supporting customers by phone or through live web chat, you'll provide clear guidance, resolve queries, and empower customers to confidently manage their accounts using our online platforms.

The Opportunity

As a Customer Service Advisor, you'll be responsible for handling inbound customer enquiries and delivering outstanding service across multiple communication channels. You'll work as part of a collaborative team that genuinely puts customers first, ensuring every interaction is handled professionally, efficiently, and with care. This role is ideal for someone who enjoys helping people, solving problems, and building positive customer relationships in a fast-paced environment. This role is ideal for someone who enjoys helping people, solving problems, and building positive customer relationships in a fast-paced environment.

What You'll Be Doing

• Customer Support & Service Excellence
• Acting as the first point of contact for customer enquiries via telephone and live web chat
• Providing accurate information and guidance relating to customer accounts and financial products
• Delivering a positive and professional experience during every interaction
• Building rapport with customers and understanding their individual needs
• Helping customers become more confident and self-sufficient using FNZ's online services and digital tools
• Customer Communication
• Managing inbound calls in line with agreed service levels and quality standards
• Handling live web chat conversations efficiently and professionally
• Providing clear, accurate and customer-friendly solutions
• Ensuring customer enquiries are resolved effectively and within expected timescales
• Continuous Improvement & Development
• Participating in ongoing training and development activities
• Building knowledge of products, systems, and customer service best practices
• Sharing ideas and suggestions to improve customer experience and operational efficiency
• Supporting team initiatives that contribute to service excellence
• Team Collaboration
• Working closely with colleagues and team leaders to achieve service targets
• Contributing positively to team performance and customer outcomes
• Supporting a culture of collaboration, learning, and continuous improvement

What We're Looking For

• You'll be passionate about customer service and committed to delivering outstanding experiences for every customer.
• Key skills and Experience:
• Previous experience in customer service, contact centre, financial services, or a customer-facing environment
• Excellent verbal and written communication skills
• Strong attention to detail and accuracy
• Ability to build rapport and engage confidently with customers
• Comfortable using telephony systems and computer applications
• Strong organisational and multitasking skills
• A proactive and problem-solving mindset
• Ability to work effectively both independently and as part of a team
• Enthusiasm for learning and personal development

What You'll Need to Succeed at FNZ

• A genuine passion for helping customers
• A positive, professional, and empathetic approach
• The ability to remain calm and focused in a fast-paced environment
• Strong listening and problem-solving skills
• Confidence adapting to changing priorities and customer needs
• A commitment to achieving high standards of quality and service
• A collaborative attitude and willingness to support colleagues

Why Join FNZ?

We offer:

• Competitive salary and benefits package
• Flexible working arrangements
• Comprehensive induction, training, and ongoing development
• Global career opportunities across the UK, Europe, North America, South Africa, and APAC
• Private health and life insurance
• Paid parental and volunteer leave
• Fully funded learning and professional development opportunities
• A friendly, inclusive, and supportive team environment
• Clear opportunities for progression within the Contact Centre and wider FNZ business

About FNZ

FNZ is committed to opening up wealth by making wealth management more accessible. We partner with leading financial institutions around the world to provide technology-enabled solutions that help millions of people invest for their future. With a global presence spanning over 30 countries, FNZ combines innovation, technology, and expertise to transform the wealth management industry. Opening hours are 8am - 9pm Monday - Friday and 9am - 6pm Saturday. We offer a flexible working environment that allows team members to find a working pattern that suits their needs and empowers them to achieve their goals. Ready to begin your career with a global FinTech and make a real difference to customers every day?