Customer Service Advisor

As a Customer Service Advisor, you will be one of the first points of contact for customers, authorised personnel, and third parties. You’ll handle a wide range of queries while providing excellent service that reflects our commitment to fair customer outcomes and Consumer Duty principles.

You’ll ensure every interaction delivers a positive experience, supports customers in making informed decisions, and contributes to the smooth running of our Operations team helping achieve both individual and wider business goals.

The Customer Service Advisor will be involved in the following activities:

• You will be a part of our dedicated team; handling calls from customers, both inbound and outbound in a professional, empathetic, and solution focussed way.
• You will be supporting our customers to find and sustainable solutions, by listening, understanding their circumstances and exploring suitable repayment options.
• You will be part of a team and will work hard to achieve your own and the department goals.
• You will provide the best service to all the customers that you speak with, ensuring they are treated fairly, they are listened to, and every effort is made to reach the right solution for their circumstances.
• Accurately update our systems following each individual customer interaction.
• Ensure all interactions align with regulatory obligations, internal policies, and the principles of Consumer Duty always acting in the customer’s best interests

• Excellent communication skills with the ability to build trust and understanding quickly.
• Strong IT skills and the ability to use multiple systems accurately.
• Good numeracy skills to assess, calculate, and agree appropriate payment plans where needed.
• Effective multitasking and time management to balance call handling with administrative tasks.
• A proactive, problem-solving mindset, using good judgement to achieve fair outcomes for both the customer and the business.
• A genuine desire to help customers and ensure they are treated with empathy, clarity, and respect.

We believe in rewarding our people and creating a workplace where you can thrive. When you join us, you’ll benefit from:

• 25 days’ annual leave (pro-rata for part-time employees), plus bank holidays
• An extra day off to celebrate your birthday
• A discretionary annual performance bonus
• The option to purchase up to 5 additional days of holiday
• A competitive pension scheme with 8% total contributions
• Life assurance at 4x your annual salary
• Access to our Employee Assistance Programme for confidential support and advice
• Season ticket travel loans to support your commute
• Enhanced maternity and adoption pay
• A friendly, relaxed working environment with modern facilities
• A vibrant culture with regular social events, charity fundraising, and employee recognition schemes
• Ongoing learning and development opportunities to support your career growth

Customer Service Advisor
• Caerphilly, UK