Customer Support Advisor

Gatehouse Bank plc; Milton Keynes; Hybrid; GBP 23,000 - 29,000; Full time

Benefits offered by this job

25 days holiday entitlement increasing

Pension plan

Private medical insurance

Income protection

Life assurance

Employee referral bonus

Job summary

Gatehouse Bank plc is seeking a customer service professional to manage the ongoing journey after completion, delivering excellent support across channels and handling key processes such as product transfers and repayments.

You’ll work in a hybrid setup near Milton Keynes, supporting customers with empathy and clear communication while adhering to regulatory requirements and internal policies to ensure accurate information and timely resolutions.

Qualifications

• GCSE English and Mathematics (or equivalent).

Responsibilities

• Act as a brand ambassador, delivering a consistently high standard of customer service across all customer interactions.
• Take ownership of customer conversations and work towards first-point resolution wherever possible.
• Support customers across a range of communication channels, including telephone and email, with future channels potentially including webchat and WhatsApp.
• Identify and appropriately support vulnerable customers, tailoring your communication and approach to their individual needs.
• Handle and resolve customer complaints professionally, efficiently and with a strong focus on achieving positive outcomes.
• Manage key regulatory processes, including product switches, redemptions and additional lump sum payments.
• Produce accurate calculations to support customers through key processes.
• Act as the first point of contact for property-related and legal queries, liaising with internal and external legal teams where required.
• Develop and maintain a strong understanding of company policies and procedures to ensure customers receive accurate and timely information.
• Ensure all regulatory correspondence is issued accurately and within agreed service levels.
• Process incoming payments, allocating them to the correct customer accounts and completing internal reconciliations, including Direct Debit payments.
• Manage communications between the Bank, customers and third parties in relation to payments.

Skills

Customer service

Financial services

Communication skills

Problem solving

Attention to detail

Time management

Team player

Empathy

Education

GCSE English & Maths

Job description

Founded in 2007, Gatehouse Bank is a UK challenger bank built on Shariah principles. With offices in London, Milton Keynes, Birmingham and Wilmslow, we provide ethical savings products and residential property finance, as well as expertise in UK real estate investment.

We’re proud to combine strong values with a modern, customer-first approach.

The Role

Working as part of a customer-focused team, you will take ownership of the customer journey following completion, providing ongoing support throughout the life of the customer relationship.

You’ll be responsible for handling day-to-day enquiries, supporting customers with specific requests and managing key processes including product transfers, redemptions and additional lump sum payments. You’ll play an important role in delivering excellent customer service, maintaining high-quality standards and achieving positive outcomes for every customer.

What You’ll Be Doing

• Act as a brand ambassador, delivering a consistently high standard of customer service across all customer interactions.
• Take ownership of customer conversations and work towards first-point resolution wherever possible.
• Support customers across a range of communication channels, including telephone and email, with future channels potentially including webchat and WhatsApp.
• Identify and appropriately support vulnerable customers, tailoring your communication and approach to their individual needs.
• Handle and resolve customer complaints professionally, efficiently and with a strong focus on achieving positive outcomes.
• Manage key regulatory processes, including product switches, redemptions and additional lump sum payments.
• Produce accurate calculations to support customers through key processes.
• Act as the first point of contact for property-related and legal queries, liaising with internal and external legal teams where required.
• Develop and maintain a strong understanding of company policies and procedures to ensure customers receive accurate and timely information.
• Ensure all regulatory correspondence is issued accurately and within agreed service levels.
• Process incoming payments, allocating them to the correct customer accounts and completing internal reconciliations, including Direct Debit payments.
• Manage communications between the Bank, customers and third parties in relation to payments.

What We’re Looking For

• Previous experience in a Customer Service environment, ideally within Financial Services.
• Excellent verbal and written communication skills.
• Strong problem-solving skills, with the ability to provide effective solutions to customer queries.
• A genuine passion for delivering excellent customer service and positive customer outcomes.
• Strong attention to detail and the ability to work accurately in a fast-paced environment.
• Excellent organisational and time-management skills, with the ability to manage multiple priorities and meet deadlines.
• The ability to work effectively as part of a customer-focused team.
• A professional, patient and empathetic approach when dealing with customers, including those who may require additional support.

Qualifications

• GCSE English and Mathematics (or equivalent).

The Ideal Candidate

You’ll be a confident and empathetic communicator who genuinely enjoys helping customers. You’ll be comfortable managing a varied workload, resolving queries and complaints, and taking ownership of customer interactions from start to finish.

Experience within financial services would be highly advantageous, particularly where you have worked in a regulated, process-driven environment.

Please note - the position is office based with a Hybrid Working policy with flexibility to work from home up to 3 days a week.

What you’ll get in return

We offer a competitive and well-rounded benefits package, including:

• 25 days holiday entitlement increasing with service
• Pension plan
• Private medical insurance
• Income protection
• Life assurance
• Employee referral bonus

Gatehouse Bank is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.