Hybrid Customer Support Advisor – Financial Services

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

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.