Help Desk Representative

Salary: £70,000 - 75,000 per year

• Call centre or contact centre experience
• Customer service experience
• Financial customer service experience is desirable
• Personal loans service experience is desirable
• Customer records management experience is desirable

• Act as the first point of contact for personal loans account holders via inbound calls
• Manage customer information in line with GDPR requirements
• Work collaboratively with team members to deliver outstanding customer service
• Strive to achieve first‑time resolution for our customers
• Work in a fast‑paced environment while following processes and procedures
• Keep customer records accurate and up to date
• Achieve key performance indicators such as average handling time
• Handle a variety of customer queries and processes with professionalism and confidence
• Report to a Customer Service Supervisor for support when required
• Help achieve contractual obligations by meeting service levels and key performance indicators
• Answer a high volume of calls each day while delivering a consistent positive customer experience

• Support

We have a long‑established partnership with a major UK high street bank, where we manage its personal lending business. We are looking for Customer Service Agents to join our team in Newcastle Upon Tyne on a 6-month contract inside IR35. The role is 37.5 hours per week, with shifts scheduled on a 6-week rotation covering 8am to 8pm Monday to Friday and 9am to 6pm Saturday and Sunday on site at our Newcastle Contact Centre.

Bank Holidays are not worked as the site is closed on those days. We offer overtime at 1.5 times the rate and double time for eligible hours.

last updated 36 week of 2026