Senior Customer Operations Assistant

Job Description:

Senior Customer Operations Assistant

Location:

Edinburgh Ettrick House

Hourly Pay Rate: £14.02

Contract Length: 6-month contract

Working Hours:

Monday-Friday, 8 hours between 8am-6pm (1-hour lunch) and one late shift per week from 12pm-8pm (late shifts are always worked from home)

Working Model:
Hybrid - 3 days from home, 2 days in-office

Training Period: 6-8 weeks in-office

We are looking for a highly organised, detail-focused Senior Customer Operations Assistant to join our Bacs & Switchers Team within Banking & Trade Delivery. This is a client-facing role, where you will support customers and internal stakeholders with enquiries and processes relating to the Bacstel-IP payments system, including Direct Debits, SEPA, and account switching. You will be part of a supportive team that handles a mix of inbound/outbound calls, email enquiries, and payment-related requests.

Full training will be provided; no prior Bacs experience is required.

• Handling live Bacs payment referrals generated due to issues such as limit breaches or incorrect account details.
• Contacting clients to obtain pay / no pay decisions for time-sensitive submissions.
• Taking appropriate actions to ensure payments are processed correctly or extracted where required.
• Managing inbound and outbound enquiries via telephone and email.
• Supporting commercial and business banking clients who process high-value or high-volume Bacs payments.
• Maintaining accuracy and professionalism to minimise errors in a high-value environment.
• Contributing to shared team inboxes and the helpdesk link (low volume, approx. 30 calls per day).

The Bacs & Switchers area is made up of five specialist mini‑teams:
Bacs Referrals, Bacs Onboarding, Direct Debits, SEPA Direct Debits, Account Switching. You will collaborate with colleagues across all areas, ensuring a seamless and high‑quality service for our clients.

• Excellent communication skills (written and verbal)
• Strong attention to detail
• Proactive problem‑solving abilities
• Ability to work accurately under pressure
• Confidence handling customer enquiries
• A willingness to learn complex payment processes

Supportive team environment, full training and cross‑skilling opportunities, hybrid working once trained, involvement in critical banking operations, and opportunities for development across the wider Banking & Trade Delivery team.

• Weekly pay
• Online payslips
• Dedicated aftercare team
• Annual leave allowance
• Employee Assistance Programme
• Access to Able Futures
• Eyecare vouchers
• Access to Boost benefits such as discounted shopping vouchers, services, attraction tickets, and more
• Smart Spending App
• Workplace Pension Scheme

Adecco is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.