Customer Service Representative/ Agent

Randstad Technologies Recruitment; North East; On-site; GBP 21,000 - 27,000; Full time

Job summary

Randstad Technologies Recruitment is seeking a Customer Service Representative - Financial Services in Newcastle upon Tyne for an onsite role. You will be the first point of contact for personal loan customers, handling enquiries with a professional and customer-focused approach.

You will work 37.5 hours per week, on a 6-week rotating schedule covering Monday to Friday (8am-8pm) and weekends (9am-6pm), ensuring GDPR-compliant record keeping and accurate data entry in CRM systems.

Qualifications

• Proven experience in a call centre or fast-paced customer service role.
• Desirable: financial services experience with personal loans.
• Strong communication, adaptability, and attention to detail.
• Team-player attitude and commitment to GDPR standards.

Responsibilities

• Handle high-volume inbound calls regarding personal loan accounts with professionalism and empathy.
• Aim for first-contact resolution while maintaining GDPR standards.
• Update and maintain accurate customer records in internal management systems.
• Collaborate with team to meet KPIs such as Average Handling Time.

Skills

Communication skills

Adaptability

Attention to detail

Team player

Job description

Job Title: Customer Service Representative - Financial Services

Location: Cobalt Business Park, Newcastle upon Tyne (Onsite)

Position Type: Full-Time Contract (Inside IR35)

Role Overview

We are seeking professional and customer-focused agents to join a dedicated contact centre team in Newcastle. You will act as the first point of contact for personal loan account customers, handling enquiries, managing customer requests, and providing high-quality support.

Key Responsibilities

• Handle high-volume inbound calls regarding personal loan accounts with professionalism and empathy.
• Aim for first-contact resolution while maintaining strong compliance and GDPR standards.
• Update and maintain accurate customer records within internal management systems.
• Work collaboratively within a supportive team environment to meet key performance indicators (KPIs) such as Average Handling Time.

Working Hours & Schedule

• Hours: 37.5 hours per week.
• Shift Pattern: Scheduled on a 6-week rotation covering Monday to Friday (8am - 8pm) and Saturday to Sunday (9am - 6pm).

Requirements

• Required Experience: Proven experience working in a call centre, contact centre, or fast-paced customer service environment.
• Desirable Experience: Background in financial customer service, personal loans, or customer record management (CRM) systems.
• Skills: Strong communication skills, adaptability, attention to detail, and a team-player mindset