Customer Service Advisor

Location: Berkshire, Sleugh, South East England

Job Type: Temporary, Full-Time

Industry: Banking and Finance / Customer Service and Call Centres

Salary: £14.88 per hour

Benefits: Hybrid working arrangement – two days per week WFH after training is completed

The Customer Service Advisor provides excellent support and guidance to customers within the banking and finance sector. The role involves managing inbound customer enquiries via telephone, email or online platforms, resolving issues efficiently and accurately, and ensuring a positive customer experience at all times. The position requires adherence to regulatory requirements and company policies while maintaining confidentiality and professionalism.

• Receive and respond to customer enquiries promptly and courteously across multiple communication channels.
• Provide clear, accurate information regarding financial products, services, and policies.
• Identify customer needs and offer appropriate solutions or escalate where necessary.
• Handle customer complaints with empathy and resolve issues to achieve customer satisfaction.
• Maintain detailed and accurate records of customer interactions and transactions.
• Ensure compliance with all regulatory and internal standards, including data protection and financial conduct rules.
• Contribute to continuous improvement by providing feedback on customer issues and service processes.
• Work collaboratively with team members and other departments to resolve complex queries.
• Participate in training and development activities to maintain up-to-date knowledge of products and services.

• Excellent communication skills, both verbal and written.
• Strong interpersonal skills with the ability to manage difficult conversations professionally.
• Basic numeracy and the ability to understand financial information.
• Proficient in the use of standard computer applications and customer relationship management systems.
• Ability to manage time effectively and prioritise workload.

• Minimum of GCSEs at grade C/4 or above in English and Mathematics, or equivalent qualifications.

• Previous experience in a customer service role, preferably within banking, finance or a related sector.
• Experience in handling customer enquiries through telephone and digital channels.
• Familiarity with financial products and regulatory requirements is advantageous.

• Understanding of customer service principles and best practises.
• Ability to work accurately under pressure and meet targets.
• Strong problem-solving skills and attention to detail.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Adaptability to changing procedures and customer requirements.

• Previous experience using customer relationship management software.
• Knowledge of relevant financial regulations and compliance standards.
• Additional qualifications in customer service or financial services.

• The role is based in an office environment in Sleugh with a hybrid working arrangement allowing two days WFH work per week.
• Full-time hours are expected,  Monday to Friday.
• Work involves prolonged periods of telephone use and computer-based tasks.
• Occasional requirement to work additional hours to meet business needs.