Customer Service Advisor

Looking for a new job, or a change in direction? Or maybe you’ve just left education and are at the very start of your career?

Firstsource may just have the job for you

We are recruiting for inbound customer service advisors for one of our key accounts - a leading UK bank - at our Pontypridd Contact Centre

It’s a fast paced environment with a great atmosphere, and some great onsite facilities. Read on to find out more.

**There will be an opportunity to work from home within this role, provided key performance metrics have been met, after 12 weeks**

**The detail**

You’ll be right at the forefront in helping people with their banking queries so we’re looking for someone with a strong service ethic and a passion for people.

We’re looking for a can do attitude and a desire to learn and grow. People development is important at Firstsource and starts as soon as you join us.

No prior call centre experience? No problem, we have an excellent training and induction programme designed so that you’ll hit the ground running

**What will you do?**

You’ll work 40 hours per week. We’re a 7- day operation with flexible working hours typically between 7am and 11pm.
- You’ll work onsite at first, but with potential for some homeworking after 3 months in the role and once all training is complete and key performance metrics have been met.
- You’ll take calls from customers with queries on their bank accounts, taking ownership to resolve them at first point of contact or escalating as required.
- You’ll deliver a great customer experience which will be measured by customer satisfaction (NPS), and you’ll work as a team to achieve collective quality targets.

**Who are we looking for?**
- Someone with a positive attitude and a good way with people.
- A good level of computer literacy, combined with the ability to write clear and accurate notes to keep customer records up to date.
- A quick learner who is adaptable to changes processes and procedures.
- Someone with drive and enthusiasm to see things through to completion - be it a customer query or an ad-hoc task.
- Great communication skills - written and verbal - you’ll be talking to lots of people

**What’s in it for you?**

In addition to a competitive salary, we also offer a great working environment in which you can flourish - right from day 1 On top of this we also offer:

- A competitive start salary of £19,760 with attendance based OTE taking your earning potential to over £21,000
- Refer a Friend scheme - earn £1000 for each successful referral (qualifying probation period applies)
- Company pension
- 21 days’ holiday - increasing 1 day per year of service up to 25 (plus 8 days’ bank holiday allowance)
- Health Shield Healthcare plan. This includes cashback on lots of day to day medical expenses such as prescriptions, dental care, eye care, and physiotherapy; alongside specialist consultations, hospital benefits, and an Employee Assistance Programme too.
- Overtime and bonus incentives
- Remote working potential
- A perks and discounts scheme
- Learning and development opportunities to help you progress in your career

**About Firstsource**

We are a leading provider of outsourcing solutions for a range of global companies in banking and Finance, Communications and Media, Energy, Healthcare, and many other diversified industries.

We are a fully inclusive company who employ people from diverse backgrounds without prejudice of race, religion, sexual orientation, physical or mental disability.

We have strong ethics in relation to the environment and climate change and are continually working towards ways of reducing our carbon footprint.

We are a publicly traded company on the Indian Stock Exchange, NSE: FSL, Firstsource employs over 26,000 people across the UK, US, India and Philippines.

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**Job Types**: Full-time, Permanent

**Salary**: £9.50 per hour

Schedule:

- Monday to Friday
- Weekend availability

**Education**:

- A-Level or equivalent (preferred)
**Experience**:

- customer service: 1 year (preferred)