Customer Service Adviser

**12 Month Fixed Term Contract** **About the Role** Newcastle Strategic Solutions is part of the Newcastle Building Society Group and a leading financial technology organisation. Within Strategic Solutions we run savings accounts on behalf of other banks/building societies, our work has earned us an enviable reputation in the market as the best at what we do Our purpose as an organisation is to ‘connect our communities to a better financial future’ and our Customer Service Advisers are crucial in enabling us to achieve this. As an interim Customer Service Adviser you’ll be responsible for delivering exceptional customer service predominantly by handling inbound telephone queries relating to customer savings accounts alongside some admin tasks. You’ll handle anything from guiding customers through the process of opening or closing their accounts to handling any complaints with care. You’ll be working in a fast paced environment following a clear daily schedule and be assigned to work on one of our 16 clients’ accounts. As a regulated organisation, we have a duty of care to support all customers, but particularly customers in vulnerable circumstances, therefore you’ll be measured on a variety of compliance and quality metrics to ensure we’re consistently delivering high standards of customer care, as well as other KPIs to ensure the service we provide is of the highest level. Once onboard, you’ll begin training with our fantastic Customer Excellence Academy for around 4 weeks which will give you the skills to be successful in role, the training will be a combination of classroom based and on the job learning. The role is a 35-hour working week and you’ll be required ability to work a fixed shift rotation that covers our entire opening hours, which are: Monday to Friday (8am-8pm), Saturday (9am-5pm) and Sunday (10am-4pm). - This 12 month Fixed Term Contract is due to commence in February. **About You** You'll have the ability to work in a fast-paced environment and have a genuine motivation to deliver high quality customer service and share in our passion and commitment to deliver the best service to our customers. You will have some experience in a customer focused environment. 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, secondment opportunities and a dedicated internal careers page. What 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." “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**:  **Financial** - 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 **Work/Life Balance** - 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 **Health and Wellbeing** - 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   **Job Types**: Full-time, Fixed term contract Contract length: 12 months Pay: £23,859.00-£26,553.00 per year Work Location: Hybrid remote in Wallsend NE28 9EJ