Customer Service Representative

Title: Customer Service Representative Location: Newcastle Upon Tyne - Full Onsite Working Start Date: 24/11/2025 End Date: 22/05/2026 - 6 Month Contract with Potential for Conversion to Full-time Employee Rate: GBP 15 Per hour – Inside IR35 we have a long-established partnership with a Major UK High Street Bank, where we manage their personal lending business. We are looking for candidates to join our Needs Met Team to provide support to customers that call us with interest in taking out a loan via telephony application. You will be working 37.5hrs a week, covering between 8am – 8pm Monday to Friday, 9am – 6pm Saturday & Sunday on site at the Newcastle Contact. You are not expected to work Bank Holidays as the site does not open on these days. Shifts are scheduled within a 6-week rotation so that you can plan around shifts with plenty of notice. As a Needs Met Agent, you will be expected to handle a variety of customer queries and processes regarding loan applications with professionalism and confidence while reporting to a Needs Met Supervisor for support if required. You will be directly responsible for helping to achieve contractual obligations to our client by ensuring the achievement of Service Levels and Key Performance Indicators. Our Needs Met Agents are expected to be able to answer a high volume of calls per day, providing a repeat positive experience while always striving to achieve the right outcome first-time for our customers. We are looking for a candidate that will carry out the following role and responsibilities, which includes but is not limited to: Acting as first point of contact for existing and new customers of Bank who are looking to apply for a new loan/refinance an existing loan. Take responsibility for managing customer information in line with GDPR experience Being a Team Player that enjoys collaborating with team mates to deliver outstanding customer service Striving to ensure a first-outcome resolution for our customers Able to work in a fast-paced environment while ensuring that processes & procedures are followed Can ensure that customer records are kept accurate and up-to-date Able to achieve Key Performance Indicators such as Average Handling Time A proven record of sales experience Ability to problem-solve on the go and able to readily adapt to customer needs. Required: Call Centre/Contact Centre Experience Customer Service Experience Sales Experience Desirable: Financial Customer Service Experience Personal Loans Service Experience Customer Records Management Outbound Sales Centre Experience

Location: Newcastle Upon Tyne, UK, GB

Posted Date: 11/13/2025