Customer Service Advisor (Square 4) in Leeds

Square 4 Partners is an award-winning professional services firm supporting regulated financial services businesses. We were founded with a clear vision; to support people and businesses to grow and thrive. Founded in 2021 we’ve experienced incredible growth, built through a relentless pursuit of top talent and a commitment to exceeding our client’s expectations through delivery excellence. Our core services are designed to support across a diverse and ever-changing operational and regulatory landscape, covering:

• Advisory Services
• Interim Resource
• Managed Services
• Technology Solutions

At Square 4 Partners, we embody a spirit of innovation, dedication, and excellence in everything we do. We take pride in serving a diverse range of clients, spanning from various segments within the financial services industry such as Retail Banks, Consumer Credit, Life and Pensions, Wealth and Asset Managers, Private Equity, to Utilities and Telecommunications firms. We are a commercial business, but our purpose and values extend beyond top line. We are committed to making a difference for our people, our clients, and our communities and so with a name like Square 4, it was an easy decision to give 4% of our earnings back to charities yearly.

As a Customer Service Advisor, you will be working within our Managed Services team, providing excellent delivery and customer experience for one of our leading clients. Based in our Leeds delivery centre, you will be responsible for supporting Customers who have raised a complaint with one of our financial services clients. The role involves answering Customer enquiries and providing progress updates, as well as providing administrative support and system updates throughout the complaint journey; all with the aim of securing positive customer outcomes and protecting brand reputation.

Key aspects associated with the role include:

• Handle inbound and/or outbound telephone calls in a professional and courteous manner, protecting both Square 4 and our Client’s interests and brand reputation.
• Handle email or written enquiries in a professional and timely manner.
• Act as the first point of contact for Customer enquiries and elevate to a Complaint Handler or Manager where necessary.
• Accurately identify Customer needs and provide clear, appropriate responses.
• Accurately record all Customer interactions on internal systems, updating case notes, actions, and outcomes in real time.
• Ensure all complaint logging and progress updates meet regulatory deadlines, including acknowledgment and holding letters.
• Manage workload efficiently, prioritising cases and advising Managers on escalations or delays.
• Support continuous improvement by reviewing procedures and identifying process enhancements.
• Handle difficult and vulnerable Customer interactions empathetically and in line with FCA requirements.

You have, and can demonstrate, the following skills and attributes:

• Experience in Customer Service, preferably within Regulated Financial or Motor Finance Services.
• Understanding of complaints environments and regulatory compliance.
• Excellent communication and interpersonal skills.
• Strong administrative skills and previous experience of updating Customer records and systems.
• Ability to work independently, prioritise tasks, and manage time effectively.
• Proficiency in Microsoft Office.
• Alignment with our core values: innovation, passion, engagement and a commitment to delivering excellence.
• An outstanding work ethic combined with a desire for continuous learning and personal development, staying updated on best practices, emerging market trends, and regulatory changes.
• Creative problem‑solving abilities, maintaining an innovative and solution‑orientated approach.

We provide the following benefits to our permanent employees:

• The opportunity to work in a fast‑growing company with a well‑defined mission and values that are actively practised each day.
• Option to work on a hybrid basis (3 days a week) from our new Leeds City Centre office once you are fully trained.
• Onsite refreshments provided.
• 28 days holiday allowance (inclusive of Bank Holidays).
• Opportunities to take part in volunteer days.
• Investment in personal development and support for career aspirations.
• Pension scheme.
• Access to an employee benefits platform offering discounts, wellbeing resources, and everyday savings.