Customer Service Advisor

Vertage Inc.; Manchester; On-site; GBP 23,000 - 31,000; Full time

Job summary

Vertage Inc. in Manchester is recruiting multiple Customer Service Advisor roles within a busy FCA-regulated contact centre. You will handle inbound calls, assist with account updates and payments, and ensure GDPR compliance while delivering high-quality customer care.

Training lasts three months in-office, followed by a hybrid pattern (two days in office, three at home). Fluency in communication and a proactive approach are valued.

Qualifications

• Experience in FCA-regulated environments
• Strong GDPR and customer protection knowledge
• Excellent communication and customer service skills
• Ability to handle sensitive conversations empathetically
• Attention to detail and compliance awareness

Responsibilities

• Manage inbound customer calls and enquiries
• Assist customers with account and personal detail updates
• Process customer payments accurately
• Handle general service-related queries
• Maintain GDPR and customer protection compliance
• Identify opportunities to guide customers to suitable solutions
• Upsell/cross-sell while achieving positive outcomes

Job description

Location: Manchester (Office-based initially, with hybrid working available after training period)

Pay Rate: £13.04 per hour

Contract: Temporary, starting 26 October 2026 until 30 June 2027.

Working Hours: Monday to Friday, 9:00am to 5:00pm

About the Role

We are recruiting for multiple Customer Service Advisor positions within a well-established customer service team. This is an excellent opportunity for individuals with experience in FCA-regulated environments who are passionate about delivering outstanding customer service while maintaining high standards of compliance and customer care.

This is an inbound contact centre role where you'll support customers with a variety of enquiries, ensuring all interactions are handled professionally, accurately, and in line with regulatory requirements.

Key Responsibilities

• Managing inbound customer calls and enquiries
• Supporting customers with account and personal detail updates
• Processing customer payments
• Handling general service-related queries
• Ensuring adherence to GDPR and customer protection requirements
• Delivering excellent customer service while maintaining compliance standards
• Identifying opportunities to guide customers towards the most suitable solutions
• Previous experience working within an FCA-regulated environment
• Strong understanding of GDPR and customer protection principles
• Experience upselling, cross-selling, retaining customers or handling objections to achieve a positive customer outcome.
• Excellent communication and customer service skills
• Ability to handle sensitive conversations professionally and empathetically
• Strong attention to detail and compliance awareness

Training & Working Pattern

• Full-time office-based training for the first 3 months
• Two-week classroom induction
• Two-week academy programme
• No annual leave permitted during the first four weeks of training
• Following successful completion of training and sustained performance, hybrid working becomes available (2 days office / 3 days home)
• Employees may choose to attend the office more frequently if preferred

Recruitment Process

• Single-stage interview process
• 30-minute Microsoft Teams interview
• Competency-based interview consisting of 6 questions
• No second-stage interview