Customer Service Advisor - Midnights Team Fixed

Role overview

Help small business customers resolve questions and problems with financial products and services. You’ll support customers over phone, email, and live chat, taking responsibility for each case and aiming to provide clear, fair solutions. This is a fixed midnights-team schedule, working remotely in the UK from Monday to Friday, 5:30 p.m. to 2:00 a.m.

Responsibilities - Respond to customers professionally and helpfully across phone, email, and live chat. - Take ownership of enquiries from first contact through resolution, handling cases efficiently and accurately. - Listen to customer concerns and explain practical options clearly. - Keep current with product information and policies to give accurate guidance. - Identify recurring issues and suggest improvements to FAQs or support processes. - Recognize when a customer may need additional support and help connect them with it.

Requirements - Customer service experience; call centre or financial services experience is useful. - Clear written and verbal communication, with the ability to explain information professionally. - Good judgement and confidence when handling complex or sensitive enquiries. - Ability to manage a high volume of requests while maintaining accuracy and service quality. - A proactive, empathetic approach, with a focus on resolving issues at first contact. - Ability to work independently and contribute to a fast-paced team.

Benefits and work setup

The listed salary is £28,500. Benefits include private healthcare with dental and optical cover, worldwide travel insurance, a pension scheme with up to 7% matching, 28 days of annual leave plus bank holidays, enhanced parental leave, and an annual learning and wellbeing budget. Other listed benefits include anniversary rewards, an electric vehicle salary-sacrifice scheme, cycle-to-work and season-ticket schemes, six therapy sessions per year, and free drinks and snacks at offices.