Customer Service Advisor

Newcastle Building Society; Newcastle upon Tyne; Hybrid; GBP 20,000 - 25,000; Full time

Job summary

Join Newcastle Building Society as a Customer Service Advisor, where you will play a crucial role in delivering exceptional customer care to our clients. This entry-level position emphasizes quality of service over speed, allowing you to assist customers with their savings accounts without the pressure of tight deadlines. Enjoy a supportive work environment with opportunities for growth and excellent benefits, including a competitive salary and hybrid working options.

Benefits

Corporate bonus scheme

Pension scheme with employer contribution

Annual performance related pay reviews

Work-life balance initiatives, including additional leave options

Access to health and wellness programs

Qualifications

• Experience in a customer-focused environment is required.
• Upbeat and confident communicator, whether over the phone or in writing.
• Ability to learn and navigate multiple systems.

Responsibilities

• Deliver exceptional customer care handling unscripted calls.
• Support customers by completing a range of administrative tasks.
• Maintain a high level of service without strict deadlines.

Skills

Communication

Attention to detail

Customer service

Job description

Join to apply for the Customer Service Advisor role at Newcastle Building Society

Join to apply for the Customer Service Advisor role at Newcastle Building Society

Newcastle Building Society provided pay range

This range is provided by Newcastle Building Society. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

About the Role

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 has earned us an enviable reputation in the market as the best at what we do. A key part of the service we provide is delivered through our Customer Service Centre.

Our purpose as an organisation is to ‘connect our communities to a better financial future’ and our Customer Service Advisors are crucial in enabling us to achieve this. Our NSSL Customer Service Centre delivers a personalised experience for our and our clients customers, both 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 within the Customer Service Centre is putting our customers first and getting things right for them first time. We believe excellence can’t be rushed. So that our customers experience the highest level of service possible we do not set our colleagues deadlines to resolve queries. We believe this allows each customer to be treated in a way that fits their individual needs.

We run a 4 weekly shift rotation which will typically look like:

• Week 1 – Mon-Fri 8am-4pm
• Week 2 – Mon-Fri 9am-5pm
• Week 3 – Mon-Fri 12pm-8pm

Full training for the role will be delivered through our fantastic Customer Excellence Academy.

*Our next available start date is the 21st of July. We do also have additional start dates moving forwards, apply now and we will chat through your availability and find a start date which works for you.

About You

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 desire to provide excellent customer service, perform at the highest level and share in our that 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; opening opportunities to you via in role progression, our Learning and Development team, Mentoring programmes, secondment opportunities and a dedicated internal careers page.

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."

“I have found Newcastle Building Society to be professional and well managed. 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
• 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]

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

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