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- Tasks: Provide top-notch customer service and resolve queries with empathy and professionalism.
- Company: Join a supportive and inclusive organisation in Birmingham City Centre.
- Benefits: Work from home 3 days a week, 30 days annual leave, and weekly pay.
- Why this job: Make a real difference for customers while developing your career in a dynamic environment.
- Qualifications: Experience in customer service and strong communication skills required.
- Other info: Enjoy flexible working arrangements and access to great employee benefits.
The predicted salary is between 11 - 17 £ per hour.
Location: Birmingham City Centre (B3)
Contract Type: Temporary - 12 months
Start Date: 23rd February 2026
Pay Rate: £14.02 per hour
Working Pattern: Full-time. Mon-Fri shifts will fall between 8am - 6pm. Role requires 1 Saturday shift every 4 weeks 9am-2pm with a day off in the week in lieu.
Hybrid Working: Work from home 3 days per week (First 6 weeks is 100% office based for training)
About the Opportunity
Join a team that supports over a million business banking customers with their everyday needs. As a Service Centre Consultant, you'll be part of a dynamic contact centre environment where empathy, digital confidence, and resilience are key.
You’ll begin with a 6-week induction led by our friendly training team, gaining the knowledge and confidence to thrive. This role offers a clear path for development and career progression within a supportive and inclusive workplace.
Key Responsibilities
- Deliver first-class customer service across a range of queries including payments, mandates, online banking, and complex issues
- Build rapport quickly and resolve queries with professionalism and empathy
- Use AI tools and digital platforms to enhance customer interactions and streamline service delivery
- Maintain accurate records and follow compliance procedures
- Continuously improve customer experience through feedback and learning
Benefits:
- Work 3 days per week from home (once initial onsite training has been completed)
- Access to Boost benefits such as discounted shopping vouchers, services, attraction tickets and more
- 30 days annual leave per year
- Great access to shops and restaurants
- First class support and training for all colleagues
- Opportunity for growth within the company
- Weekly Pay
- Online payslips
- Dedicated aftercare team
- Employee Assistance Programme
- Access to Able Futures
- Eyecare vouchers
- Workplace Pension scheme
Key Skills & Experience
- Proven experience in customer service, ideally in a telephony or banking environment
- Strong communication skills-verbal and written-with the ability to handle sensitive queries
- Confidence using digital tools and AI platforms to support customer journeys
- Ability to adapt quickly to new processes and thrive in a fast-paced setting
- Resilience and a proactive mindset to manage high call volumes and varied customer needs
- Compassionate approach with a focus on fair outcomes, especially for vulnerable customers
About our client: At our client's organisation, we believe in creating a workplace where you can truly be yourself and have a rewarding career. With great colleagues, flexible working arrangements, and a multitude of career opportunities, you'll find a supportive and inclusive environment where you can thrive.
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 ethnicity, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.
Customer Service Advisor in Birmingham employer: Pontoon
Contact Detail:
Pontoon Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor in Birmingham
✨Tip Number 1
Get to know the company before your interview! Research their values, mission, and recent news. This will help us connect your skills to what they care about, making you stand out.
✨Tip Number 2
Practice your responses to common customer service scenarios. Think about how you'd handle tricky situations with empathy and professionalism. We want to show them you're ready for anything!
✨Tip Number 3
Don’t forget to prepare questions for your interviewer! Asking about team dynamics or growth opportunities shows you're genuinely interested in the role and the company culture.
✨Tip Number 4
Apply through our website for a smoother process! It’s quick and easy, plus we can keep you updated on your application status. Let’s get you that Customer Service Advisor role!
We think you need these skills to ace Customer Service Advisor in Birmingham
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Advisor role. Highlight your experience in customer service, especially in a telephony or banking environment, and show us how you can bring empathy and resilience to the team.
Show Off Your Communication Skills: Since strong communication is key for this role, use clear and concise language in your application. Let us see your verbal and written skills shine through, especially when discussing how you've handled sensitive queries in the past.
Demonstrate Digital Confidence: We’re looking for someone who’s comfortable using digital tools and AI platforms. Mention any relevant experience you have with these technologies, and how they’ve helped you enhance customer interactions in previous roles.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and get you started on your journey with us. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Pontoon
✨Know Your Customer Service Basics
Brush up on your customer service principles, especially in a banking context. Be ready to discuss how you've handled difficult situations in the past and demonstrate your empathy and problem-solving skills.
✨Familiarise Yourself with Digital Tools
Since the role involves using AI tools and digital platforms, make sure you’re comfortable discussing any relevant experience you have. If you’ve used specific software or platforms before, be prepared to share how they helped improve customer interactions.
✨Practice Your Communication Skills
Strong verbal and written communication is key for this role. Consider doing mock interviews with friends or family to practice articulating your thoughts clearly and confidently, especially when discussing sensitive topics.
✨Show Your Resilience
The job can be fast-paced and demanding, so think of examples that showcase your resilience and adaptability. Be ready to explain how you manage stress and maintain a positive attitude while handling high call volumes.
