Customer Service Advisors

Customer Service Advisor
Location: Moulton Park, Northampton
Pay Rate: £13.87 per hour
Contract: 12 Months

The Role
We are looking for resilient and empathetic individuals to join our team as Customer Service Advisors. This is a fast-paced, telephony-only role where you will be the first point of contact for customers including those who are vulnerable or in financial distress. You will handle a high volume of complex queries, ranging from simple balance checks and new card requests to sensitive discussions regarding unrecognised transactions.

Key Details & Shift Patterns
After a comprehensive training period, you must be available to work between 8:00 am – 8:00 pm, Monday to Sunday.

• Rotation: You will work a 3-week rotation (one week Early, one week Middle, one week Late).
• Notice: You will receive your shift pattern 6 weeks in advance.
• Schedule: 5 days out of 7.
  • Early: 8:00 am – 4:00 pm
  • Mid: 9:00 am – 5:00 pm or 10:00 am – 6:00 pm
  • Late: 11:00 am – 7:00 pm or 12:00 pm – 8:00 pm (If working the late shift, you will have the weekend off).
• Note: Some rotations may require working six consecutive days into the following week.

Training Program
We provide a full 8-week training program (Mon–Fri, 9:00 am – 5:00 pm) to ensure you are fully prepared.

• First 4 Weeks: Fully on-site at our Moulton Park office.
• Format: A blend of face-to-face, virtual, and self-led learning.
• Grad Bay: Following your initial 3 weeks of process and telephony training, you will move into a supported "Grad Bay" environment to begin taking calls with floor support.

What You’ll Be Doing

• Supporting Vulnerable Customers: You will lead with empathy, helping customers navigate difficult financial situations and complex queries.
• High-Volume Engagement: You will speak with upwards of 40 customers a day in a fast-paced environment.
• Technical Multitasking: You will navigate up to 11 different IT systems simultaneously while maintaining a fluid conversation on the phone.
• Career Growth: Once competency is shown, there are opportunities to be upskilled after 6 months to support Fraud and Disputes departments.

About You
You don’t need a background in financial services, but you do need a passion for helping people. We are looking for:

• Resilience: The ability to handle difficult conversations with distressed or angry customers.
• Tech Savvy: Confidence using a laptop/desktop and the ability to learn complex systems quickly.
• Communication: Excellent rapport-building skills and a professional telephone manner.
• Home Setup: While partially office-based, you must have a secure, private space at home with reliable Wi-Fi and no distractions for remote shifts.

Pre-Employment Requirements
All successful candidates will be subject to:

• Credit Check
• Basic DBS Check
• Right to Work, ID, and Proof of Address verification.

If you are a confident communicator ready for a new challenge, click 'Apply Now' to start your journey.