Customer Service Representative

Pontoon; Manchester; On-site; GBP 27,000 - 36,000; Full time

Benefits offered by this job

Hybrid work model

Competitive salary

Career growth opportunities

Inclusive culture

Job summary

Pontoon is seeking a Customer Service Representative in Manchester for a 12-month contract. This role combines office-based collaboration with a four-day-per-week in-office schedule within a hybrid model, handling shareholder inquiries and multi-channel support.

You will resolve queries, ensure accuracy, and uphold regulatory standards while delivering high-quality service. The ideal candidate has client-service experience, strong communication, and the ability to manage workload in a fast-paced

Qualifications

• Experience in a client service or contact centre environment.
• Ability to work in a regulated, performance-driven environment.
• Excellent written and verbal communication across multiple channels.
• Secondary education or equivalent experience.

Responsibilities

• Be the primary point of contact for shareholder inquiries through phone, email, web chat, and written correspondence.
• Deliver high-quality service while managing client conversations confidently in a busy setting.
• Execute telephone trades accurately and in line with client instructions and regulatory requirements.
• Handle both straightforward and complex queries, providing clear and confident technical support.
• Investigate discrepancies on shareholder accounts with a keen attention to detail and structured problem-solving skills.
• Drive first-point-of-contact resolution, taking ownership of issues until full closure.
• Proactively manage open cases, ensuring timely follow-up and a positive client experience.
• Maintain accountability for the quality and accuracy of all work produced.
• Adapt quickly to various management processes and service expectations.

Skills

Customer service

Multichannel support

Problem solving

Attention to detail

Regulatory compliance

Communication

Education

Secondary education

Job description

Job Title: Customer Service Representative

Duration: 12 months

Location: Manchester/Hybrid (four days per week in the office)

Salary: 31500 per annum

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

Are you passionate about providing exceptional customer service? Do you thrive in fast-paced environments and enjoy solving problems? If so, we have the perfect opportunity for you! Our client, a leader in the banking industry, is seeking enthusiastic Customer Service Representatives to join their dynamic team.

Why You Should Apply:

• Work in a vibrant atmosphere where your contributions truly matter.
• Enjoy a hybrid working model that promotes work-life balance.
• Competitive salary and benefits package designed to add value to your career.
• Opportunities for personal and professional growth within a supportive environment.

Key Responsibilities:

• Be the primary point of contact for shareholder inquiries through phone, email, web chat, and written correspondence.
• Deliver high-quality service while managing client conversations confidently in a busy setting.
• Execute telephone trades accurately and in line with client instructions and regulatory requirements.
• Handle both straightforward and complex queries, providing clear and confident technical support.
• Investigate discrepancies on shareholder accounts with a keen attention to detail and structured problem-solving skills.
• Drive first-point-of-contact resolution, taking ownership of issues until full closure.
• Proactively manage open cases, ensuring timely follow-up and a positive client experience.
• Maintain accountability for the quality and accuracy of all work produced.
• Adapt quickly to various management processes and service expectations.

What We're Looking For:

• Previous experience in a client service or contact centre environment is essential.
• Ability to perform in a regulated, performance-driven environment with clear standards.
• Confident in making informed decisions and managing workload under pressure.
• Excellent written and verbal communication skills across multiple channels.
• Educated to secondary school level, with equivalent experience.

What's in It for You:

• A supportive and engaging work culture where your efforts are recognized.
• Opportunities to improve service delivery and efficiency, driving continuous improvement.
• The chance to work with a diverse team that values collaboration and innovation.

Pontoon is an equal opportunities employer and an employment consultancy.

We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.