Customer Service Representative

Job Description

About the RoleWe have a range of flexible opportunities available working in our contact centre; if youre local then our hybrid working model may appeal to you (a combination of homeworking and some time spent in our head office at Cobalt Business Park),or fully remote if youre based further away. We can chat to you about how this role can work for you.Our award winning Customer Service Centre processes a large range of customer queries regarding savings accounts. Our Customer Service Advisors deliver first class customer care to new and existing customers and truly are at the heart of our operation atNewcastle Strategic Solutions.Our full time advisors will work 35 hours per week on a rotational shift pattern.You will handle unscripted calls from our Customers, answering queries and solving problems. You will also work on a variety of interesting administration tasks allocated daily. This means no two days are the same and our Customer Service Advisors are alwaysworking on meaningful tasks, which can be both challenging and rewarding.We dont believe that excellence cant be rushed. So that our customers experience the highest level of service possible we do not set our colleagues deadlines to resolve queries. We believe this allows each customer to be treated in a way that fits their needs,not ours.Our ethos within the Customer Service Centre is putting our customers first and getting things right first time.We operate on a hybrid model of working, this sees our colleagues work some days from home and some from our office in Cobalt Business Park, wed love to talk through how this might work for you. Your work life balance is important to us, if youd rather spendmore time at home thats fine by us, likewise if you prefer to spend a little more time in the office thats fine too. We welcome conversation around when, where and how you work.You will be provided with the equipment required for the role.Full training for the role will be delivered through our fantastic Service Academy. Commencing from your first day and lasting 5 weeks, this will be ran Monday-Friday 9am-5pm.start date is not suitableOur next available start date is the 6th February 2023 (if this unsuitable, still make an application as we will be hiring for later in the New Year).About YouOur Customer Service Advisors are upbeat and confident communicators, whether that is over the phone, via email or letter, being clear and displaying great attention to detail is crucial.The desire to provide excellent customer service is key, NSSL perform at the highest standard and our advisors share in that enthusiasm and commitment to our customers.Being tech savvy is also advantageous as our Advisors work with multiple systems and programmes designed to ensure customer service is at a high standard. This includes the use of multiple screens and devices.About UsNewcastle Strategic Solutions (NSSL) is the UKs leading savings management platform and one of the North Easts most established and successful FinTechs! We provide savings management and technology services for new challenger banks and established providersacross the UK. Our work has earned us an enviable reputation in the market as the best at what we do.Our colleagues working within our contact centre say:"I really feel that Newcastle Building Society is a great place to work. The welcome you get is so amazing and I feel continuously supported""I have found Newcastle Building Society to be professional and well managed. The staff are welcoming, approachable and friendly, which is a true reflection of the culture. I look forward to going to work and I am reallylooking forward to a long and happy career with Newcastle Building Society""I just wanted to say how supportive the trainers have been in the company. Ive never experienced anything like it in other roles. A real family feel to the company and it really is a joy to learn from such a lovely set a people"We are Investors in People Platinum Accredited, putting us in the top 2% of businesses IIP accredits. This means we are committed to supporting our colleagues and making NBS Group a great place to work. We ensure to listen to our colleagues via our colleaguevoice survey and Colleague Insight Forum who meet with our CEO quarterly.We are also an organisation in which you can build a career; opening opportunities to you via in role progression, our Learning and Development team, Mentoring programmes, secondment opportunities and dedicated Internal careers page.The operating hours of our Customer Service Centre are:

• Monday-Thursday 8am-8pm
• Friday 8am-7pm
• Saturday 9am-5pm
• Sunday 10am-4pm
• You will work one in four weekends.

A typical shift pattern will be something like:

• Week 1 - Mon-Fri 8am-4pm
• Week 2 - Mon-Fri 9am-5pm
• Week 3 - Mon-Fri 12pm-8pm
• Week 4 - 3 Weekdays 9am-5pm, Sat 9am-5pm, Sun 10am-4pm

As an inclusive employer and a member owned mutual, we aim to reflect the communities we serve in order to drive the right colleague, customer and business outcomes. We encourage applications from candidates from a variety of backgrounds and life experiences,providing the diversity of thought required to constructively challenge and drive innovation.What do you get in return As well as receiving a competitive annual salary based on above-market pay scales, our reward package includes:

• A 35-hour weekly contract
• 25 days holiday each year plus bank holidays (rising to 30 days with length of service)
• Bonus scheme
• Pension scheme
• Life assurance and income protection
• Access to a range of wellbeing benefits
• Cycle to Work scheme
• Above statutory family leave entitlement
• The option to buy extra holidays
• Two paid volunteering days each year
• A broad range of learning and development opportunities
• Hybrid and remote working

We have refreshed our approach to recruitment and have outlined a new process of remote selection and on boarding.