Job Description: Senior Customer Operations Assistant
Location: Edinburgh Ettrick House
Hourly Pay Rate: £14.02
Contract Length: 6-month contract
Working Hours: Monday-Friday, 8 hours between 8am-6pm (1-hour lunch) and one late shift per week which is from 12pm-8pm (late shifts are always worked from home)
Working Model: Hybrid - 3 days from home, 2 days in-office
Training Period: 6-8 weeks in-office
✨ About the Role:
We are looking for a highly organised, detail-focused Senior Customer Operations Assistant to join our Bacs & Switchers Team within Banking & Trade Delivery.
This is a client-facing role, where you will support customers and internal stakeholders with enquiries and processes relating to Bacstel-IP payments system, including Direct Debits, SEPA, and account switching.
You will be part of a supportive team that handles a mix of inbound/outbound calls, email enquiries, and payment-related requests.
Full training will be provided-no prior Bacs experience is required.
✨ Key Responsibilities:
You will work primarily within the Bacs Referrals Team, with opportunities to cross-skill across the wider department. Responsibilities include:
Handling live Bacs payment referrals generated due to issues such as limit breaches or incorrect account details.
Contacting clients to obtain pay / no pay decisions for time-sensitive submissions.
Taking appropriate actions to ensure payments are processed correctly or extracted where required.
Managing inbound and outbound enquiries via telephone and email.
Supporting commercial and business banking clients who process high-value or high-volume Bacs payments.
Maintaining accuracy and professionalism to minimise errors in a high-value environment.
Contributing to shared team inboxes and the helpdesk link (low volume, approx. 30 calls per day).
✨ About the Team:
The Bacs & Switchers area is made up of five specialist mini‑teams:
Bacs Referrals
Bacs Onboarding
Direct Debits
SEPA Direct Debits
Account SwitchingYou will collaborate with colleagues across all areas, ensuring a seamless and high‑quality service for our clients.
✨ What We're Looking For:
You do not need previous Bacs experience-full training will be given. The ideal candidate will demonstrate:
Excellent communication skills (written and verbal)
Strong attention to detail
Proactive problem‑solving abilities
Ability to work accurately under pressure
Confidence handling customer enquiries
A willingness to learn complex payment processes
✨ Why Join Us?
Supportive team environment
Full training and cross‑skilling opportunities
Hybrid working once trained
Involvement in critical banking operations
Opportunities for development across the wider Banking & Trade Delivery team
✨ Benefits:
Weekly pay
Online payslips
Dedicated aftercare team
Annual leave allowance
Employee Assistance Programme
Access to Able Futures
Eyecare Vouchers
Access to Boost benefits such as discounted shopping vouchers, services, attraction tickets, and more
Smart Spending App
Workplace Pension SchemeAdecco is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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