Customer Service Adviser

**ob Description** **About the Role** Newcastle Strategic Solutions (NSSL) is the UK’s leading savings management platform and one of the North East’s most established and successful FinTechs We provide savings management and technology services for new challenger banks and established providers across the UK. Our work has earned us an enviable reputation in the market as the best at what we do. A key part of the service we provide is delivered through our Customer Service Centre. Our purpose as an organisation is to ‘connect our communities to a better financial future’ and our Customer Service Advisors are crucial in enabling us to achieve this. Our NSSL Customer Service Centre delivers a personalised experience for our and our clients customers, both over the phone and via our communications tools. Delivering exceptional customer care, you will handle unscripted calls from our customers on a range of queries regarding their Savings accounts. As well as taking incoming calls, you’ll be helping our customers by completing a range of admin tasks to support them. Our ethos within the Customer Service Centre is putting our customers first and getting things right for them first time. We believe excellence can’t be rushed. So that our customers experience the highest level of service possible we do not set our colleagues deadlines to resolve queries. We believe this allows each customer to be treated in a way that fits their individual needs. You'll work a fixed shift rotation that covers our entire opening hours. The operating hours of our Customer Service Centre are: Monday-Thursday 8am-8pm Friday 8am-8pm Saturday 9am-5pm Sunday 10am-4pm Full training for the role will be delivered through our fantastic Customer Excellence Academy. **About You** You will have some experience in a customer focused environment. You will have the desire to provide excellent customer service, perform at the highest level and share in our that passion and commitment to our customers. You will have the ability to learn, navigate and use multiple systems and programs which we use to ensure customer service is delivered to our high standard. **About Us** We are Investors in People Platinum Accredited, putting us in the top 2% of businesses IIP accredits. This means we are dedicated to enhancing our colleague experience and making NBS Group a great place to work. We are also an organisation in which you can build a career; opening opportunities to you via in role progression, our Learning and Development team, Mentoring programmes, secondment opportunities and a dedicated internal careers page. Our colleagues working within our contact centre say: “I just wanted to say how supportive the trainers have been in the company. I've never experienced anything like it in other roles." “I have found Newcastle Building Society to be professional and well managed. The staff are welcoming, approachable and friendly, which is a true reflection of the culture. I look forward to going to work and I am really looking forward to a long and happy career with Newcastle Building Society” **What do you get in return? As well as receiving a competitive annual salary based on above-market pay scales, our reward package includes**:  - Corporate bonus scheme (on target 5%, up to a maximum 10%) - Pension scheme (up to 9% employer contribution) - Annual performance related pay reviews - Colleague mortgage scheme - Electric car salary sacrifice scheme - Life assurance (4x salary) and income protection - Access to our financial advisers - Access to a range of high street and online discounts - A 35-hour weekly contract - 25 days’ annual leave + bank holidays (rises to 30 with length of service) - The option to buy and sell up to 5 days’ holiday - Hybrid working (typically 3 days home based, if your preference is to work from the office full time let us know) - Above statutory family leave entitlement - 3 months full pay, 3 months half pay, regardless of gender or route to parenthood - Access to a health cash plan through a Medicash scheme - Access to an employee assistance programme - Free onsite gym at our Cobalt head office and access to discounted gyms - Two paid volunteering days’ each year - Cycle to work scheme   Pay: £23,859.00-£26,553.00 per year Work Location: Hybrid remote in Wallsend NE28 9EJ