Customer Service Representative/ Agent

Job Title: Customer Service Representative – Financial ServicesLocation: Cobalt Business Park, Newcastle upon Tyne (Onsite)Position Type: Full-Time Contract (Inside IR35)

Role Overview

We are seeking professional and customer-focused agents to join a dedicated contact centre team in Newcastle. You will act as the first point of contact for personal loan account customers, handling enquiries, managing customer requests, and providing high-quality support.

Key Responsibilities

• Handle high-volume inbound calls regarding personal loan accounts with professionalism and empathy.
• Aim for first-contact resolution while maintaining strong compliance and GDPR standards.
• Update and maintain accurate customer records within internal management systems.
• Work collaboratively within a supportive team environment to meet key performance indicators (KPIs) such as Average Handling Time.Working Hours & Schedule

Working Hours & Schedule

Hours: 37.5 hours per week.Shift Pattern: Scheduled on a 6-week rotation covering Monday to Friday (8am – 8pm) and Saturday to Sunday (9am – 6pm).

Requirements

• Required Experience: Proven experience working in a call centre, contact centre, or fast-paced customer service environment.
• Desirable Experience: Background in financial customer service, personal loans, or customer record management (CRM) systems.
• Skills: Strong communication skills, adaptability, attention to detail, and a team-player mindset

Randstad Technologies is acting as an Employment Business in relation to this vacancy

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