Customer Service Representative; Banking​/Financial

Overview

Duration: 12 months

Location:

Manchester/Hybrid (four days per week in the office)

One of our large financial services clients is currently looking for an experienced Customer Service Representative.

• Be the primary point of contact for shareholder inquiries through phone, email, web chat, and written correspondence.
• Deliver high-quality service while managing client conversations confidently in a busy setting.
• Execute telephone trades accurately and in line with client instructions and regulatory requirements.
• Handle both straightforward and complex queries, providing clear and confident technical support.
• Investigate discrepancies on shareholder accounts with a keen attention to detail and structured problem-solving skills.
• Drive first-point-of-contact resolution, taking ownership of issues until full closure.
• Proactively manage open cases, ensuring timely follow-up and a positive client experience.
• Maintain accountability for the quality and accuracy of all work produced.
• Adapt quickly to various management processes and service expectations.

• Previous experience in a client service or contact centre environment is essential.
• Ability to perform in a regulated, performance-driven environment with clear standards.
• Confident in making informed decisions and managing workload under pressure.
• Excellent written and verbal communication skills across multiple channels.
• Educated to secondary school level, with equivalent experience.

Pontoon is an equal opportunities employer and an employment consultancy.