Customer Service Advisor - Twilight - #2134431

When someone needs help with their banking, the quality of the support they receive can make all the difference. As a Customer Service Advisor, you’ll be the person customers turn to for clear answers, practical solutions and reassurance, taking ownership of queries across phone and digital channels.

This is a varied role where you’ll solve problems rather than simply pass them on. You’ll have the opportunity to improve the experience customers receive, contribute ideas that make processes work better and, following your initial training, benefit from hybrid working.

Working hours: 30 hours per week on a three-week twilight rotation. All working shifts are 5pm–1.30am:

• Week 1: Monday, Tuesday, Wednesday, Friday and Saturday
• Week 2: Monday, Thursday and Friday
• Week 3: Monday, Tuesday, Wednesday and Sunday

The three-week rotation then repeats.

What’s in it for you

• Salary of £24,000 per annum for a 30-hour contract, with an FTE salary of up to £28,000.
• Hybrid working following five weeks of full-time onsite training.
• A varied position handling enquiries across telephone, email, live chat and social media.
• The opportunity to take genuine ownership of queries and see issues through to resolution.
• The chance to contribute ideas that improve processes, workflows and the experience customers receive.
• A role within the banking sector where the support you provide has a direct impact on customers.

Your responsibilities as Customer Service Advisor

• Handle enquiries across telephone, email, live chat and social media, providing clear and accurate support.
• Take ownership of queries and work towards effective resolutions without unnecessary delays.
• Manage complaints professionally, resolving issues where possible and escalating when appropriate.
• Identify recurring issues and suggest practical improvements to processes, procedures and workflows.
• Support continuous improvement activity designed to raise service standards.
• Work across multiple systems and communication channels while maintaining accurate information.

What we’re looking for in a Customer Service Advisor

• Previous experience supporting customers is essential.
• Confident telephone-based communication skills, with experience across digital channels beneficial.
• Strong written and verbal communication skills.
• Experience handling difficult enquiries or complaints and working towards appropriate resolutions.
• Competent IT skills with the ability to work across multiple systems and applications; contact centre experience would be beneficial but is not essential.

You’ll complete five weeks of full-time onsite training before moving to a hybrid working model.

If you’re looking for a Customer Service Advisor position where you can solve real problems, take ownership and make a visible difference to the people you support, apply today.

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