Job Description
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)
About the Role
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.
Working Hours & Shifts
* 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)
Pay & Overtime
* Basic salary: Up to £23,800
* Overtime (authorised only):
* Monday to Friday, Saturday & Sunday:
Key Responsibilities
* 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.
Required Experience
* Contact Centre / Call Centre experience
* Strong customer service background
* Proven sales experience (inbound or outbound)
Desirable Experience
* Financial services or retail banking experience
* Personal loans or lending products exposure
* Customer records and data management experience
Benefits & Day One Rights
* 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
Why Apply?
* 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
Apply now.