Customer Service Specialist
3 days ago
Newcastle upon Tyne
Customer Service Specialist – (Contact Centre) - Work From Office Location: Onsite – Newcastle upon Tyne (NE27) Position Type: Contract to Permanent Salary: Up to £23,800 per annum Hours: 37.5 hours per week (Shift-based) About the Role We are recruiting Customer Service Agents to support a major UK high-street banking programme within a busy contact centre environment. This role focuses on handling inbound customer enquiries related to personal loan applications and refinancing, while delivering a consistently positive and compliant customer experience. You’ll work as part of a collaborative onsite team, managing high call volumes and ensuring customer needs are met first time. Working Hours & Shifts • 37.5 hours per week, • Monday – Friday: 08:00 AM – 08:00 PM, • Saturday & Sunday: 09:00 AM - 6:00 PM, • Shift patterns scheduled on a 6-week rotation, • No Bank Holiday working (site closed) Pay & Overtime • Basic salary: Up to £23,800, • Overtime (authorised only):, • Monday to Friday, Saturday & Sunday: Key Responsibilities • Act as first point of contact for new and existing customers applying for or refinancing personal loans, • Handle high volumes of inbound calls with professionalism and confidence, • Ensure customer information is accurately recorded and managed in line with GDPR, • Deliver first-call resolution wherever possible, • Work collaboratively with colleagues to meet service levels and KPIs, • Follow defined processes and procedures in a regulated environment, • Meet performance targets including Average Handling Time (AHT), • Adapt quickly to customer needs in a fast-paced contact centre setting. Required Experience • Contact Centre / Call Centre experience, • Strong customer service background, • Proven sales experience (inbound or outbound) Desirable Experience • Financial services or retail banking experience, • Personal loans or lending products exposure, • Customer records and data management experience Benefits & Day One Rights • 25 days paid annual leave + 8 Bank Holidays, • 30-minute paid lunch break, • Standard health & safety rest breaks, • Onsite facilities available from Day One, including:, • Kitchen (fridge, microwave, hot & cold water), • Shower facilities, • Toilets, • Prayer room Why Apply? • Stable onsite role with predictable shift planning, • No Bank Holiday working, • Opportunity to gain experience supporting a major UK banking programme, • Supportive team environment with structured training Apply now.