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- 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.
- 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.
- Other info: Great career growth opportunities and a supportive, inclusive work environment.
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
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Customer Service Adviser employer: Newcastle Building Society
Contact Detail:
Newcastle Building Society Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Adviser
✨Tip Number 1
Get to know the company! Research Newcastle Strategic Solutions and their values. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since the role involves handling calls, try role-playing with a friend or family member. This will help you feel more confident and prepared for those unscripted conversations.
✨Tip Number 3
Be ready to showcase your customer service experience! Think of specific examples where you've gone above and beyond for customers. This will demonstrate your commitment to providing exceptional service, which is key for this role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always looking for passionate individuals who want to make a difference in customer service.
We think you need these skills to ace Customer Service Adviser
Some tips for your application 🫡
Be Yourself: When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to show your enthusiasm for customer service and how you connect with people.
Tailor Your Application: Make sure to customise your application to highlight your relevant experience. Mention any previous roles where you’ve provided excellent customer service, as this will resonate with us and show you understand what we’re all about.
Show Attention to Detail: We love candidates who pay attention to the little things! Double-check your application for spelling and grammar mistakes, and ensure it’s clear and concise. This reflects the high standards we uphold in our Customer Service Centre.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to navigate!
How to prepare for a job interview at Newcastle Building Society
✨Know the Company Inside Out
Before your interview, take some time to research Newcastle Strategic Solutions. Understand their services, values, and what sets them apart in the FinTech industry. This knowledge will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Showcase Your Customer Service Skills
Since the role is all about delivering exceptional customer care, prepare examples from your past experiences where you went above and beyond for a customer. Highlight your communication skills and how you handle unscripted situations, as this will resonate well with their ethos of putting customers first.
✨Practice Active Listening
During the interview, demonstrate your active listening skills. This means not just hearing but understanding the questions asked. Respond thoughtfully and ask clarifying questions if needed. This will show that you value clear communication, which is crucial for a Customer Service Adviser.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess how you would handle specific customer queries or complaints. Think through potential scenarios beforehand and outline your approach to resolving issues while keeping the customer's needs at the forefront. This preparation will help you feel more confident during the interview.