Customer Service Advisor

1 month ago

Tyne and Wear, United Kingdom Cpl Full time

Role: Customer Service Advisor

Rate: £20,000 - £23,500

Duration: 6 month to full time

Location: Newcastle â NE27 0BY

Job Description:

Do you want to work for a company who delivers excellence for our Customers and Colleagues?

A company who focuses on our new core values:

  • Deliver
  • Collaborate
  • Community
  • Care
  • Do the right thing

We have a long-established partnership with a Major UK High Street Bank, where we manage their personal lending business. We provide support to customers, calling us with enquiries and requests about their loan account.

We are looking for colleagues to join our team of Customer Service Advisors putting our customers at the heart of everything we do every day. Is that you?

  • Do you have a passion for helping make things simple and easy for customers?
  • Do you enjoy getting your teeth into supporting with more complex requests that may need teamwork with colleagues from other areas?
  • Do you get satisfaction from knowing youâve helped achieve the right outcome for a customer, and even better getting it right first time?

Then this is a role you will be interested in.

What are we looking for in our Customer Service Advisors?

  • Sociable, helpful and eager to provide excellent customer service to customers.
  • Able to work in a fast-paced environment, ensuring defined processes are followed.
  • A good eye for detail, ensuring customer records are kept up to date and are accurate
  • Keen to take responsibility for managing customer information in line with GDPR Experience of working with computer systems
  • A Team Player who enjoys collaborating with team mates to deliver that outstanding customer service together, and working together to identify continuous improvement ideas.
  • And through all this achieve core Key Performance Indicators

Work Environment

The role is an office based one.

We try to have fun, with quizzes, competitions and challenges where we raise funds for our chosen charities/good causes. Itâs more challenging at the moment, but weâre making use of tools such as Microsoft Teams and Workplace to stay connected and get involved


Our working hours are:

Monday to Friday          8-8pm

Weekends                       9-6pm

All Bank Holidays           closed

We usually work to a 6-8 week shift rotation so that you can plan around shifts with plenty of notice. There is some weekend work, but these shifts are shared out amongst all colleagues.


What can we offer you?

  • Competitive salary
  • Competitive benefit package consisting of private medical insurance, gym membership discounts, contributory pension scheme plus lots more.
  • Mental health first aider's support
  • Plus, a lot more on offer.

Please apply by sending your CVâs to warren.smith@CPL.comRole: Regulation Agent

Rate: £23,000 and £25,000

Duration: 6 month to full time

Location: Newcastle â NE27 0BY


We are looking for colleagues to join our team of Regulatory Agents supporting our colleagues in putting our customers at the heart of everything we do every day. Is that you?

  • Do you have a passion for helping make things simple and easy for customers?
  • Do you enjoy getting your teeth into supporting with more complex requests that may need teamwork with colleagues from other areas?
  • Do you get satisfaction from knowing youâve helped achieve the right outcome for a customer, and even better getting it right first time?
  • Do you like to work in a fast paced, ever-changing environment that includes working to strict deadlines?


What are we looking for in our Regulatory Agents?

  • Sociable, helpful and eager to provide excellent service to customers.
  • An excellent eye for detail, ensuring customer interactions meet our client and regulatory obligations. 
  • Keen to take responsibility for managing customer information in line with GDPR.
  • Experience of working with computer systems, specifically Microsoft Excel.
  • Having knowledge and experience of Financial Conduct Authority (FCA) regulation in complaint handling, particularly Dispute Resolution rules and Customer Outcome Testing is highly desirable. If not, then experience in other regulated environments would also be useful.
  • This role involves monitoring customer calls taken by colleagues and assessing them against agreed criteria as well as investigating and resolving customer complaints.
  • Strong written and verbal communication skills are essential, both in terms of corresponding directly with customers where concerns are raised or in detailing the outcome of a colleagueâs monitored call.
  • A Team Player who enjoys collaborating with team mates to deliver that outstanding customer service together, and working together to identify continuous improvement ideas.
  • And through all this achieve core Key Performance Indicators.


Work Hours:

Your working hours will be between 8am â 6pm, Monday to Friday. Under exceptional business circumstances there may be weekend working required between the hours of 9am-6pm.

Your shifts could look like this:

Week 1 â 8am-4pm Monday to Friday

Week 2 â 10am-6pm Monday to Friday


What can we offer you?

  • Competitive Salary.
  • Competitive benefit package consisting of private medical insurance, gym membership discounts, contributory pension scheme plus lots more.
  • Mental health first aider's support.
  • Plus, a lot more on offer.

If you are interested please send your CV to warren.smith@cpl.com

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