Customer Service Advisor – Banking (Needs Met Agent)
You’d be working in a contact centre role in Newcastle upon Tyne helping customers over the phone who are interested in taking out or refinancing a personal loan for a well known high street bank.
* Contract type: 6 months, permanent thereafter.
* Potential: May lead to a permanent role
* Pay Rate: £15 / Per Hour
* Work schedule: 37.5 hours per week
* Shifts between 8am–8pm (Mon–Fri) and 9am–6pm (Sat–Sun)
* No bank holidays
* Shifts planned in a 6-week rotation for predictability
* Location: On-site only (not remote)
Role Overview
The Needs Met Agent plays a key role within the customer service team, assisting customers with enquiries related to loan applications, refinancing options, and existing loan accounts.
The role involves handling a high volume of customer calls while delivering professional, accurate, and efficient support, ensuring customers receive the correct outcome on the first contact whenever possible.
Key Responsibilities
Customer Service & Support
* Act as the first point of contact for existing and new customers regarding loan enquiries and applications.
* Handle incoming calls related to new loan applications, loan refinancing, and account enquiries.
* Deliver a consistent, positive customer experience while resolving queries efficiently.
Case Handling & Compliance
* Accurately capture and maintain customer information in compliance with GDPR requirements.
* Ensure all interactions meet banking regulatory standards and company procedures.
* Maintain confidentiality and security of customer data at all times.
Performance & Service Delivery
* Manage a high volume of inbound calls while maintaining quality and efficiency.
* Strive to achieve first-contact resolution wherever possible.
* Support the delivery of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) set by DXC and its client.
Team Collaboration
* Work closely with colleagues and Needs Met Supervisors to resolve complex customer enquiries.
* Contribute to a collaborative team environment focused on delivering high-quality customer service.
Key Skills & Attributes
* Strong customer service and communication skills
* Ability to manage high call volumes in a contact centre environment