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For Companies At a Glance
- Tasks: Deliver top-notch customer service via phone and email, helping with savings and finance queries.
- Company: Join Castle Trust Bank, a dynamic fintech challenger bank.
- Benefits: Starting salary of £24,500, annual bonuses, generous leave, and health perks.
- Why this job: Be part of a supportive team and make a real difference in customers' financial journeys.
- Qualifications: Customer service experience preferred; training provided for the right attitude.
- Other info: Full-time role with excellent career growth and a vibrant work culture.
The predicted salary is between 24500 - 26500 £ per year.
Overview
The opportunity for a talented Contact Centre Associate to join Castle Trust Bank in our central contact centre. We are a fintech challenger bank providing specialist property mortgages, retail finance lending and savings accounts. You will support customers by providing exceptional service when they call by telephone or email, with training on two business lines – Savings and Omni Capital Retail Finance.
Our Savings customers may be calling to learn about products, open an account or obtain help with an existing account, ensuring queries are answered effectively while maintaining a positive Castle Trust Bank brand. Omni Capital, our retail finance division, offers credit solutions with retailers nationwide to help customers spread the cost of purchases; you will handle a variety of account-related queries, including balance and payment issues. Written output via email and online portal should be of a high standard. This is a full-time role based in our Basingstoke office, hours Monday to Friday 09:00 to 17:30. Start date expected to be September 2025.
Responsibilities
• Provide high-quality customer service for telephone and email inquiries.
• Complete training on Savings and Omni Capital Retail Finance lines and apply knowledge to customer queries.
• Answer queries about product information, accounts, and online services; support account openings and existing account needs for Savings customers.
• Manage written correspondence to maintain a high-standard output in line with brand expectations.
• Prioritise tasks, work effectively as part of a team, and adapt to evolving processes.
What we are looking for
• Proven experience in a customer service setting in a telephony environment with a high volume of calls. Financial services experience is advantageous but not essential as training will be provided.
• Positive attitude and passion for supporting people and delivering a first-class customer experience. Confidence in using computer systems; training provided on our specific systems.
• Self-motivated, detail oriented, and able to work well within a team. Comfortable with change and prioritising tasks. Proficiency with Microsoft Office products is desirable.
What’s in it for you
• Competitive salary starting at £24,500 per annum, rising to £26,500 once competent in the role. Annual bonus up to 10% of base salary based on individual and company performance.
• Generous contributory pension scheme through Hargreaves Lansdown, life assurance, 25 days annual leave (plus bank holidays; option to buy/sell up to 5 additional days) with an extra day for volunteering.
• Health benefits through Equipsme, Lifeworks EAP, free eye test vouchers, discounted gym membership, and season ticket travel loans where applicable.
Recruitment process
1) Initial call with HR to discuss your application
2) Interview with the hiring team at our Basingstoke office
Equal opportunity and contact
Castle Trust Bank is an equal opportunity employer and is committed to creating an inclusive environment for all colleagues. We welcome applications from all and do not discriminate on any status or characteristic protected by law; decisions are based on merit. We are a Disability Confident employer. If you require any reasonable adjustment, please contact talent at castletrust.co.uk. Check out our careers page: castletrust.co.uk/careers/who-we-are
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Contact Centre Associate employer: Castle Trust Bank
Contact Detail:
Castle Trust Bank Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Associate
✨Tip Number 1
Get to know Castle Trust Bank inside out! Familiarise yourself with their products and services, especially in Savings and Omni Capital Retail Finance. This will help you answer customer queries confidently and show that you're genuinely interested in the role.
✨Tip Number 2
Practice your communication skills! Since you'll be handling a high volume of calls and emails, it’s crucial to articulate your thoughts clearly. Try role-playing with a friend or family member to simulate customer interactions.
✨Tip Number 3
Show off your positive attitude! When you’re on the phone or writing emails, let your enthusiasm shine through. A friendly tone can make all the difference in providing exceptional customer service.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and keen to join the team at Castle Trust Bank.
We think you need these skills to ace Contact Centre Associate
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Contact Centre Associate role. Highlight any relevant customer service experience and show how your skills align with what we’re looking for at Castle Trust Bank.
Show Off Your Communication Skills: Since you'll be handling customer queries via phone and email, it’s crucial to demonstrate your written and verbal communication skills. Use clear, concise language in your application to reflect the high standards we expect.
Be Yourself: We love a positive attitude! Let your personality shine through in your application. Share your passion for helping others and how you can contribute to delivering a first-class customer experience.
Apply Through Our Website: Don’t forget to submit your application through our careers page! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Castle Trust Bank
✨Know Your Stuff
Familiarise yourself with Castle Trust Bank's products, especially in Savings and Omni Capital Retail Finance. Understanding the basics will help you answer questions confidently and show your genuine interest in the role.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you provided exceptional customer service. Highlight how you handled difficult situations or resolved queries effectively, as this is crucial for a Contact Centre Associate.
✨Practice Your Communication
Since you'll be dealing with customers over the phone and via email, practice clear and concise communication. You might even want to do a mock interview with a friend to refine your verbal and written skills.
✨Be Ready for Teamwork Questions
Expect questions about teamwork and adaptability. Think of instances where you worked well in a team or adapted to changes in a fast-paced environment, as these qualities are essential for success in this role.
