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Tate; Redhill; Hybrid; GBP 21,000 - 26,000; Full time

Job summary

Tate is recruiting a Customer Service Advisor to support customers who may be experiencing financial difficulties with vehicle finance. You will manage accounts, take calls, and handle documentation with care to ensure accurate records and compliant processes.

Following three months of onsite training, you’ll move to a hybrid pattern: three days in the office and two days working from home, focusing on empathetic, customer‑first service for vulnerable customers.

Qualifications

• Previous customer service experience is essential.
• Strong administration skills and attention to detail.
• Excellent verbal and written communication skills.
• Ability to handle sensitive conversations with empathy and professionalism.
• Experience dealing with vulnerable customers and in a process-driven environment.

Responsibilities

• Manage customer accounts accurately and efficiently.
• Take calls from customers in difficult situations and offer support and resolutions.
• Process account updates, correspondence, and customer documentation.
• Support customers experiencing financial difficulties.
• Maintain accurate records and documentation.
• Work across multiple internal systems with high accuracy.
• Collaborate with internal teams to achieve positive outcomes.
• Ensure all work complies with procedures and regulatory requirements.

Skills

Customer service experience

Administration

Communication

Empathy

Organisational skills

Attention to detail

Job description

Are you passionate about delivering outstanding customer service and helping people during challenging times?

We are recruiting for a Customer Service Advisor to join a leading retail and commercial bank, supporting customers who may be experiencing financial difficulties with their vehicle finance agreements. This is an excellent opportunity for someone with strong customer service skills, excellent attention to detail, and a genuine desire to make a positive difference to customers.

You will be supporting on a number of administration tasks while handling customer calls, supporting individuals who may be in early arrears or considering returning their vehicle. This means you will often be speaking with vulnerable customers, so empathy, professionalism, and a customer-first approach are essential.

Following an initial 3 month training period based fully onsite, you'll move to a hybrid working pattern of 3 days in the office and 2 days working from home.

What You'll Be Doing

• Managing customer accounts accurately and efficiently
• Taking calls from customers in difficult situations and offering support and resolutions
• Processing account updates, correspondence, and customer documentation
• Supporting customers who are experiencing financial difficulties
• Handling a variety of administrative tasks and maintaining accurate records
• Working across multiple internal systems while ensuring a high level of accuracy
• Working collaboratively with internal teams to achieve positive customer outcomes
• Ensuring all work is completed in line with company procedures and regulatory requirements

What We're Looking For

• Previous customer service experience is essential
• Strong administration skills and attention to detail
• Excellent verbal and written communication skills
• Ability to handle sensitive conversations with empathy and professionalism
• Comfortable working in a fast-paced, process-driven environment
• Strong organisational skills and ability to manage competing priorities
• Collections, arrears, recoveries, or financial support experience
• Experience working with vulnerable customers
• Contact centre or telephone-based customer service experience

Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application.