Customer Service Representative

Customer Service Agent

Location: Newcastle upon Tyne

Contract: Minimum 6 months with the potential to become a permanent employee following a successful performance review

Hours: 37.5 hours per week (Shift-based)

IR35: Inside IR35

About the Role

We are looking for enthusiastic and customer-focused Customer Service Agents to join a busy contact centre team in Newcastle. In this role, you will be the first point of contact for customers calling about their loan accounts, providing excellent service and resolving queries efficiently. This is a fantastic opportunity for candidates with contact centre or customer service experience who enjoy helping people and working in a fast-paced environment. Successful contractors may have the opportunity to secure a permanent position following a successful performance review.

Key Responsibilities

• Handle inbound customer calls relating to personal loan accounts.
• Provide professional, friendly and efficient customer service.
• Resolve customer queries at the first point of contact wherever possible.
• Maintain accurate customer records and update systems.
• Handle customer information in line with GDPR requirements.
• Meet individual and team performance targets, including service levels and average handling time.
• Follow company procedures and compliance standards.
• Work collaboratively with colleagues and supervisors to deliver outstanding customer service.

Working Hours

You will work 37.5 hours per week on a rotating shift pattern:

Monday to Friday: 8:00 AM – 8:00 PM

Saturday & Sunday: 9:00 AM – 6:00 PM

Shifts are planned on a 6-week rotation , allowing you to plan your schedule well in advance. Please note: No Bank Holiday working is required.

Essential Skills & Experience

• Previous Customer Service experience.
• Previous Call Centre or Contact Centre experience.
• Excellent communication and interpersonal skills.
• Strong problem-solving ability.
• Good attention to detail and accuracy.
• Comfortable working in a fast-paced environment.
• Ability to work effectively as part of a team.

Desirable Skills

• Experience within financial services.
• Personal loans or banking customer service experience.
• Customer records management experience.
• Knowledge of GDPR and handling confidential customer information.

What You'll Receive

• Minimum 6-month contract.
• Opportunity to move into a permanent position based on performance.
• Structured shift patterns with advance notice.
• Supportive team environment.
• Access to on-site facilities including kitchen, microwave, fridge, shower facilities and prayer room.
• 30-minute lunch break and standard rest breaks.

Apply Today

If you have previous customer service or contact centre experience and enjoy delivering excellent customer service in a fast-paced environment, we'd love to hear from you.