Call Center Representative

12 months contract

Salary £31,500pa plus extensive benefits.

Pontoon is an employment consultancy, we put expertise, energy, and enthusiasm into improving everyone’s chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more.

My client is one of the world's largest custodian bank and securities services companies. Businesses, communities and global economies rely on them because they prioritise client experience, collaboration, innovation and resilience. As the “bank of banks,” their unique perspective, informed by one of the largest datasets in the world, powers the financial industry.

They understand the best way to succeed at anything is to Consider Everything. Guided by values and behaviours focused on excellence, integrity, diversity and leadership, their global team brings unique perspectives, experiences and skills to pioneer a new generation of financial services.

They are looking for a number of Call Centre Advisors to join the team on a 12 month contract with the potential to go permanent. You will be hybrid working, being office based 4 days a week and 1 day from home, working normal office hours 9am-5pm.

Daily Tasks include:

• Act as the primary point of contact for shareholder enquiries across phone, email, web chat, and written correspondence.
• The role is predominantly phone‑based, with time split between live client interaction and independent case investigation.
• Deliver a consistently high‑quality service in a fast‑paced environment, managing client conversations confidently while working to demanding productivity and quality targets.
• Execute telephone trades accurately and efficiently, strictly in line with client instructions, regulatory requirements, and documented procedures.
• Handle both straightforward and complex shareholder queries, providing clear, confident technical support and taking ownership of issues through to resolution.
• Investigate discrepancies and errors on shareholder accounts and statements, applying sound judgement, attention to detail, and structured problem‑solving.
• Drive first‑point‑of‑contact resolution wherever possible, escalating only when required and retaining ownership until full closure.
• Proactively manage daily open cases, ensuring timely follow‑up, accurate outcomes, and strong client experience.
• Take full accountability for the quality, accuracy, and completion of all work, with performance measured across productivity, quality, and client outcomes.
• Operate effectively across multiple management companies, adapting quickly to different processes, products, and service expectations.
• Demonstrate a continuous improvement mindset, identifying opportunities to improve service delivery, efficiency, and client experience.

Skills and background:

• Experience in a client service or contact centre environment is essential.
• Experience of working in a financial setting.
• Comfortable operating in a performance‑driven, regulated environment with clear standards and expectations.
• Confident working independently, managing workload under pressure, and making informed decisions.
• Strong written and verbal communication skills across multiple channels.
• Educated to secondary school level with equivalent experience.

Please apply with an up-to-date CV which must show evidence of the above to be considered. Please be advised if you haven't heard from us within 48 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you.

You will be an integral part of Ajilon (Adecco), a FTSE500 Global organisation with over 52 clients and sole supplier to the biggest organisations in the country and the world. You will be employed by ourselves as an Ajilon Consultant working onsite with our client where you will receive a regular salary, pension contributions, holiday and sick pay, plus a number of additional benefits such as medical insurance, income protection, critical illness and life insurance, access to our discounted benefits website and library of online training materials and future career and certification opportunities.

This great opportunity is being offered on a PAYE basis which means a LTD/Umbrella company cannot be used. We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.