Customer Service Advisor

7 days ago

Newcastle upon Tyne, United Kingdom Newcastle Building Society Full time

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 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. The work you do is meaningful, as you assist our customers not only over the phone but also by the administrative tasks you will complete.

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 needs, not ours.

As standard our roles are Hybrid; a combination of homeworking and time spent in our head office at Cobalt Business Park. However, if your preference is to work from the office full time let us know as this is something we can potentially accommodate.

Full training for the role will be delivered through our fantastic Customer Excellence Academy. Commencing from your first day and lasting 10 weeks, this will run Monday-Friday 9am-5pm.

*Our next available start date is the 19th August. We also have additional start dates in 2024, apply now and we will chat through your availability and find a start date which works for you.

About You

You will be an upbeat and confident communicator, whether that is over the phone, via email or letter, being clear and actively displaying great attention to detail is crucial.

You will have the desire to provide excellent customer service, NSSL perform at the highest level and our advisors share in that passion and commitment to our customers.

Our advisors will have the ability to navigate and use multiple systems and programmes which we use to ensure customer service is delivered to our high standard.

About Us

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.

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”

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.

The operating hours of our Customer Service Centre are:

Monday-Thursday 8am-8pm

Friday 8am-7pm

Saturday 9am-5pm

Sunday 10am-4pm

You will work one in four weekends.

A typical shift pattern will be something like:

Week 1 – Mon-Fri 8am-4pm

Week 2 – Mon-Fri 9am-5pm

Week 3 – Mon-Fri 12pm-8pm

Week 4 – 3 Weekdays 9am-5pm, Sat 9am-5pm, Sun 10am-4pm

What do you get in return? As well as receiving a competitive annual salary based on above-market pay scales, our reward package includes:

A 35-hour weekly contract + flexible working options 25 days holiday each year plus bank holidays (increasing with length of service) Bonus Scheme (paid annually) -On target 5%, up to 10% depending on performance  Colleague mortgage scheme and access to our financial advisors Pension scheme – up to 9% employers’ contribution Life assurance (4x salary) and income protection Access to a range of wellbeing benefits, including medicash scheme Electric car salary sacrifice scheme Cycle to Work scheme Above statutory family leave entitlement - 3 months full pay, 3 months half pay regardless of gender or route to parenthood An extra day’s holiday for your birthday The option to buy and sell holidays Two paid volunteering days each year A broad range of learning and development opportunities Access to a range of high street and online discounts Free onsite gym at Cobalt and access to a range of discounted/subsidised gym memberships nationwide A wide range of recognition initiatives to recognise and reward great performance Hybrid working

Upon starting a new role with us, we will ensure you are equipped with the correct tools and technologies to enable you to do your best work within your hybrid arrangement.

If you have any questions or need any support with your application you can reach out to our Talent Acquisition team at 

Recognising there’s no one-size-fits-all approach to recruitment, we’re committed to ensuring every candidate has the opportunity to showcase their full potential throughout the recruitment process. We strive to make our processes as accessible as possible, if there are any ways in which we can provide support or make adjustments, we would love to discuss this with you, you can contact your Recruiter for this vacancy at ruth.wood@newcastle.co.uk

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