Hybrid Customer Service Advisor — FinTech Support

FNZ Group; Basingstoke; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Flexible working arrangements

Private health and life insurance

Paid parental and volunteer leave

Fully funded learning and development

Career progression opportunities

Supportive team environment

Job summary

FNZ is seeking a Customer Service Advisor to join our Contact Centre in Basingstoke. You will handle inbound enquiries across phone and live web chat, delivering accurate guidance and a professional service that helps customers manage their accounts using FNZ’s online tools.

You’ll work in a collaborative team focused on customer satisfaction, with opportunities to learn, develop, and contribute to service excellence in a fast-paced environment.

Qualifications

• Previous experience in customer service, contact centre, financial services, or a customer-facing environment.
• Excellent verbal and written communication skills.
• Strong attention to detail and accuracy.
• Ability to build rapport and engage confidently with customers.
• Comfortable using telephony systems and computer applications.
• Strong organisational and multitasking skills.
• A proactive and problem-solving mindset.
• Ability to work effectively both independently and as part of a team.
• Enthusiasm for learning and personal development.

Responsibilities

• Acting as the first point of contact for customer enquiries via telephone and live web chat
• Providing accurate information and guidance relating to customer accounts and financial products
• Delivering a positive and professional experience during every interaction
• Building rapport with customers and understanding their individual needs
• Helping customers become more confident and self-sufficient using FNZ’s online services and digital tools
• Managing inbound calls in line with agreed service levels and quality standards
• Handling live web chat conversations efficiently and professionally
• Providing clear, accurate and customer-friendly solutions
• Ensuring customer enquiries are resolved effectively and within expected timescales
• Participating in ongoing training and development activities
• Building knowledge of products, systems, and customer service best practices
• Sharing ideas and suggestions to improve customer experience and operational efficiency
• Supporting team initiatives that contribute to service excellence
• Working closely with colleagues and team leaders to achieve service targets
• Contributing positively to team performance and customer outcomes
• Supporting a culture of collaboration, learning, and continuous improvement

Skills

Customer service

Communication

Attention to detail

Rapport building

Telephony systems

Multitasking

Problem solving

Teamwork

Learning mindset

Independent work

Job description

FNZ is seeking a Customer Service Advisor to join our Contact Centre in Basingstoke. You will handle inbound enquiries across phone and live web chat, delivering accurate guidance and a professional service that helps customers manage their accounts using FNZ’s online tools.

You’ll work in a collaborative team focused on customer satisfaction, with opportunities to learn, develop, and contribute to service excellence in a fast-paced environment.