At a Glance
- Tasks: Deliver exceptional customer care and handle queries about savings accounts.
- Company: Join Newcastle Strategic Solutions, a leading FinTech in the North East.
- Benefits: Enjoy competitive pay, generous leave, hybrid working, and wellness perks.
- Other info: Great career growth opportunities and a supportive, inclusive work environment.
- Why this job: Make a real difference by helping customers with their savings needs.
- Qualifications: Confident communicator with customer service experience and attention to detail.
The predicted salary is between 28800 - 42000 £ per year.
Overview
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 is delivered through our Customer Service Centre, which provides a personalised experience for our customers 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. As well as taking incoming calls, you’ll be helping our customers by completing a range of admin tasks to support them. Our ethos in the Customer Service Centre is putting customers first and getting things right for them first time. We do not set deadlines to resolve queries to ensure every customer is treated in a way that fits their individual needs.
You\\\'ll work a fixed shift rotation that covers our entire opening hours. The operating hours of our Customer Service Centre are:
- Monday-Thursday 8am-8pm
- Friday 8am-8pm
- Saturday 9am-5pm
- Sunday 10am-4pm
Full training for the role will be delivered through our Customer Excellence Academy. Our next available start date is the 13th October. We also have additional start dates moving forwards; apply now and we will chat through your availability to find a start date that works for you.
About You
You will be an upbeat and confident communicator, whether that is over the phone, via email or letter, with clear communication and great attention to detail. You will have some experience in a customer-focused environment and the desire to provide excellent customer service, perform at the highest level, and share in our passion and commitment to our customers. 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 via in-role progression, our Learning and Development team, mentoring programmes, secondment opportunities and a dedicated internal careers page. Our contact centre colleagues share positive experiences of training and professional environment.
As an inclusive employer and member-owned mutual, we aim to reflect the diverse communities we serve and encourage applications from candidates of all backgrounds. Everyone should feel valued, respected, and celebrated for who they are — a place to be you.
What you get in return
As well as 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 you prefer 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
Recognising there’s no one-size-fits-all approach to recruitment, we are 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 we can provide support or make adjustments, we would love to discuss this with you. You can contact your Recruiter for this vacancy at taylor.haigh@newcastle.co.uk
Customer Service Adviser in Wallsend employer: Newcastle Building Society
Newcastle Strategic Solutions (NSSL) is an exceptional employer, recognised for its commitment to employee development and well-being. With a Platinum Accreditation from Investors in People, we offer a supportive work culture that prioritises personal growth through extensive training, mentoring programmes, and career progression opportunities. Our competitive benefits package, including flexible working arrangements, generous leave policies, and a focus on health and wellness, makes NSSL a rewarding place to build a meaningful career in the heart of the North East.
Contact Details:
Newcastle Building Society Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Adviser in Wallsend
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Newcastle Building Society. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Newcastle Building Society before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Adviser in Wallsend
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Newcastle Building Society:Your cover letter is your chance to shine! Tell us why you want to work at Newcastle Building Society specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Newcastle Building Society!
How to prepare for a job interview at Newcastle Building Society
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
