Firstsource | Customer Service Representative

NatWest Inbound Customer Service Advisor

Pay – £11.55 per hour, 38.33 hours per week

Location – 1 Centre Square, Middlesbrough, TS1 2AE

Shift Availability 7am-midnight 13 week rotational shift pattern

Full Time Permanent Contract.

Are you looking for a new challenge? At Firstsource we’re here to help you take the next step in your career. No two calls are the same in banking. One minute you might be freezing a debit card for someone who’s had a fun weekend and lost their card, the next you might be helping an elderly customer who needs some support accessing their account online. You’ll be the customer’s first point of contact and will be there to support them with a wide range of situations.

Benefits of working at Firstsource

There are all sorts of employee benefits available at Firstsource, here’s some of our favorites;

• Health Shield Medical Cashback Plan
• 29 days off every year, rising with every year of employment
• Fortnightly Pay
• Employee Discounts with well-known retailers
• Central Location
• A kitchenette equipped with fridges, microwaves & coffee makers
• Amazing progression opportunities
• Job security, guaranteed hours
• Casual dress code

You’ll also be working for the 2023 winner of the Best Outsourced Contact Centre in the North East!

Who are we looking for?

We’re not just looking for your experience and skills. We’re also interested in who you are as a person. Amazing customer service is at the heart of everything we do! This means we are looking for people who are customer focused, with great listening skills, and who are pro-active about taking ownership of all customer’s queries. Our future agents will occasionally deal with difficult customers and handle tricky customer conversations, so it would mean staying professional and showing empathy in these times. And most importantly, are driven to deliver excellent customer service and wanting to make a difference to our customers.

What can you expect in this role?

You’ll start your time with us by going through our 7-week award winning training! Your first three weeks will be spent in the classroom learning about our state-of-the-art systems, and getting to grips with the different services available to our customers. The next 4 weeks will be spent doing on the job training. This means that our wonderful team of experienced Firstsource employees will be there on hand whenever you get stuck or want to double check anything you have learned, so that you can perform to your fullest potential! After training that’s when the fun really starts! You’ll be moved onto a rotational shift pattern between the hours of 7am and midnight – but don’t worry, you’ll get your shifts with plenty of notice. You will also have many opportunities to earn extra incentives with regular daily, weekly and monthly incentives that can be based on your performance, or even something non-work related, like who has the best Christmas jumper!

Career Progression

You’ve probably heard other job adverts say that career progression is an option, well at Firstsource, it’s inevitable.

Fun fact! 80% of all customer service agents move onto higher roles within 12 months. This can be anywhere from moving to more advanced areas such as Fraud or Complaints, to Recruitment and HR. And not forgetting the great opportunities to move into leadership roles too.

We’re passionate about investing in our own employees, so if you put in the work, the sky is truly the limit!

We know applying for jobs can sometimes feel like you’re sending an application into a black hole. But don’t worry, we review each application individually. So a handy tip – it’s a good idea to call out your most relevant experience/recent roles near the top of your application, to showcase what you can bring to Firstsource and to give yourself the best chance.

Firstsource is an equal opportunities employer, which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. We are also recognised as a disability confident employer and we’re also a featured employer in the Bloomberg Gender Equality Index.

*** Please note that, as you will be working in a highly regulated industry, we have a thorough referencing process, which includes credit, criminal record and right to work checks. Having an adverse history will not necessarily rule you out but will be checked on an individual basis. ***