Customer Service Specialist

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)

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.

• 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)

• Basic salary: Up to £23,800
• Overtime (authorised only):
• Monday to Friday, Saturday & Sunday:

• 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.

• Proven sales experience (inbound or outbound)
• Financial services or retail banking experience
• Personal loans or lending products exposure
• Customer records and data management experience

• 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

• 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