Customer Service Advisor

Location: Newcastle (Hybrid Working)

Our prestigious client is urgently seeking additional customer service advisors for their busy team.

Pre-Employment Screening

Due to the sensitive nature of the information handled within this role, all successful applicants will be required to pass Non Police Personnel Vetting (NPPV). This includes criminal record and intelligence checks, financial screening, identity verification, and, where applicable, background checks on close associates. Applicants must have been resident in the UK for a minimum of three years to allow these checks to be completed.

This is an excellent opportunity for an individual with prior experience in a contact centre or customer service environment, where delivering a consistently high standard of customer care is essential. The successful candidate will be confident in managing a range of customer enquiries and committed to providing a high-quality service experience.

You will be joining an award-winning pensions administration business that places scheme members at the centre of its operations. Our services include scheme administration, first-time outsourcing, member communications, and scam protection.

Key Responsibilities

• Manage a high volume of inbound calls in a professional, courteous, and timely manner.
• Identify customer needs and provide appropriate, accurate solutions or alternatives.
• Maintain accurate and up-to-date records of customer interactions within internal systems.
• Deliver a consistently high standard of customer service at all times.
• Work collaboratively with colleagues and other business areas to ensure effective resolution of queries.

Candidate Profile

Essential Requirements:

• GCSE Grade C/4 or above in English and Mathematics.
• Previous experience within a contact centre, customer service advisor, or telephone-based office role, or a comparable customer-focused position.
• Excellent verbal and written communication skills, with the ability to convey information clearly and professionally.
• Strong interpersonal skills, with the ability to build rapport and manage a wide range of customer interactions.
• Demonstrable organisational and planning skills, with the ability to manage competing priorities effectively.
• The ability to remain calm and professional when working under pressure or handling challenging situations.

What our client offers

• Competitive salary and annual discretionary bonus
• 25 days' annual leave, with buy/sell flexibility
• Pension contributions with employer matching
• Healthcare plans and life assurance
• Retailer discounts
• Flexible benefits scheme
• Employee Assistance Programme and digital GP service
• Paid volunteering days
• Referral bonus scheme