Hybrid Customer Service Advisor | FinTech Support & Growth

FNZ (UK) Ltd; Basingstoke; Hybrid; GBP 22,000 - 29,000; Full time

Benefits offered by this job

Competitive salary

Benefits package

Flexible working

Induction & training

Health insurance

Parental leave

Volunteer leave

Career development

Job summary

FNZ (UK) Ltd in Basingstoke is seeking a Customer Service Advisor to join our hybrid, permanent team. You will handle inbound enquiries by phone and live web chat, delivering outstanding service while guiding customers to manage their accounts using our online tools.

You will work with a collaborative team, aim to resolve queries accurately, build rapport with customers, and contribute to continuous improvement of processes and customer experience in a fast-paced environment.

Qualifications

• 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.

Responsibilities

• Handle inbound customer enquiries via telephone and live web chat.
• Provide accurate information about customer accounts and financial products.
• Deliver a positive and professional experience during every interaction.
• Build rapport with customers and understand their individual needs.
• Help customers become more confident and self-sufficient using FNZ's online services and digital tools.
• Manage inbound calls in line with service levels and quality standards.
• Participate in ongoing training and development activities.
• Share ideas to improve customer experience and operational efficiency.

Skills

Customer service

Communication

Rapport building

Problem solving

Multitasking

Teamwork

Active learning

Tools

Telephony systems

Job description

FNZ (UK) Ltd in Basingstoke is seeking a Customer Service Advisor to join our hybrid, permanent team. You will handle inbound enquiries by phone and live web chat, delivering outstanding service while guiding customers to manage their accounts using our online tools.

You will work with a collaborative team, aim to resolve queries accurately, build rapport with customers, and contribute to continuous improvement of processes and customer experience in a fast-paced environment.