Customer Service Advisor

Location: Newcastle Upon Tyne

Salary: £25,010 per year (£13.00 per hour)

Hours: 37 hours per week

Hybrid Working: Available after successful probation/training (3 days office / 2 days home)

Shift Pattern:

• 9am – 5pm
• 11am – 7pm
• Alternate Saturdays: 9am – 1pm

Benefits

• 25 days holiday + bank holidays
• Holidays increase to 28 days after 5 years
• Birthday day off
• Pension scheme (5% employee / 3% employer)
• Free breakfast every day
• Free fresh fruit
• Free on-site parking
• Employee Assistance Programme
• Employee discount platform
• Free flu jabs
• Cycle to work scheme
• Metro season ticket salary sacrifice scheme

The Role

We’re looking for a friendly, confident, and customer-focused individual to join our busy contact centre team within a well-established financial services organisation.

This role is ideal for someone who enjoys helping people, thrives in a fast-paced environment, and takes pride in delivering excellent customer service.

You’ll support customers with a range of queries, policy updates, and account changes while ensuring every interaction is professional, compliant, and efficient.

What You’ll Be Doing

• Handling inbound and outbound customer calls
• Responding to customer emails and queries
• Supporting customers with policy changes and new business enquiries
• Delivering outstanding customer service at every interaction
• Identifying customer needs and promoting suitable products/services where appropriate
• Updating systems accurately and efficiently
• Working closely with colleagues to support team performance
• Ensuring all customer interactions meet FCA and company standards

What We’re Looking For

• Strong communication skills
• Positive and professional attitude
• Excellent customer service skills
• Comfortable working in a fast-paced environment
• Ability to work independently and as part of a team
• Good IT and system skills
• Problem-solving mindset with a proactive approach