Customer Service Adviser

Hours

Full time, 35 hours per week – shift patterns supporting department operating times with occasional Saturday morning shifts on a rota basis. This role requires a set start date of August 24th; successful candidates will complete 2/3 weeks of training with limited holiday or appointment clashes. Interviews will be held in the week commencing 20th July.

£24,750 Per Annum

Fri, 24 Jul 2026

Our Money Direct colleagues help members up and down the country make the most of the full savings range, products and services that we offer. It’s about listening carefully, guiding them clearly, and making every conversation fair and meaningful. So when we say this isn’t your usual call centre, we really mean it. As a Customer Service Adviser, you’ll be there for our savings customers when they need us most.

You could be helping someone withdraw money, open a new account, or complete an ISA transfer – whatever the reason for their call, you’ll listen carefully, guide them clearly, and make sure they feel supported every step of the way.

• Support customers with savings queries, transactions and account updates, providing a helpful and tailored service.
• Have meaningful conversations to understand customers’ goals, needs and financial plans.
• Recommend relevant products and services, including savings options, financial planning and retirement support, where appropriate.
• Work collaboratively with colleagues and our Financial Advice Team to deliver great customer outcomes and support commercial goals.
• Handle complaints and support vulnerable customers with empathy, care and appropriate resolutions.
• Deliver excellent service in line with agreed standards, while looking for ways to improve processes and the customer experience.

Our customers come from all walks of life, so we’re looking for people who can listen well, adapt their approach, and build trust through every conversation.

• Experience in customer service, whether that’s face to face, over the phone or in another customer‑focused role.
• The confidence to ask good questions, listen carefully and understand what each customer needs.
• A caring and adaptable approach, especially when supporting customers with different circumstances.
• The resilience to stay calm, focused and helpful, even when conversations are more challenging.
• The ability to work within agreed standards, processes and targets while keeping the customer at the centre.
• A willingness to learn, grow and keep building your skills.

In accordance with Home Office guidance successful candidates will be required to evidence their right to work in the UK before commencement of employment. We have assessed this role and unfortunately it does not meet the Home Office criteria that would allow the company to sponsor a successful candidate under the Skilled Worker route. Therefore the successful candidate must be able to demonstrate the right to work prior to interview without sponsorship by the company.

• Annual discretionary bonus scheme
• 25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 days
• Matching employer pension contribution (up to 10% per annum)
• Colleague Mortgages and access to Skipton products and services at discounted rates
• Flexible working to help balance your commitments
• Private medical insurance, health and wellbeing app, volunteering opportunities, cycle‑to‑work scheme, discounted gym memberships
• Lifestyle perks such as a Home and Tech voucher, which can be used at John Lewis, Currys and IKEA