*Customer Service Advisor* (Contract)

Duration: 12 Months (Possibility for extension)

Location: Manchester/Hybrid (4 days per week on site)

Rate: A highly competitive salary is available for suitable candidates

Role Profile

Are you ready to take your career to the next level in the dynamic world of investment banking? We are seeking a dedicated Customer Service Advisor to join our team. This is an exciting opportunity for individuals who thrive in fast-paced environments and are passionate about providing exceptional service.

Key Responsibilities:

• Serve as the primary point of contact for shareholder inquiries through phone, email, web chat, and written correspondence. While the role is predominantly phone-based, you'll also engage in independent case investigations.
• Deliver high-quality service consistently, managing client conversations with confidence while meeting challenging productivity and quality targets.
• Execute telephone trades accurately and efficiently, adhering strictly to client instructions, regulatory requirements, and established procedures.
• Address both straightforward and complex shareholder queries, providing clear and confident technical support while taking ownership of issues until resolved.
• Investigate discrepancies and errors on shareholder accounts and statements, applying sound judgment, attention to detail, and structured problem-solving techniques.
• Drive first-contact resolution wherever possible, escalating only when necessary and retaining ownership until full closure.
• Proactively manage daily open cases to ensure timely follow-up, accurate outcomes, and a strong client experience.
• Take full accountability for the quality, accuracy, and completion of all work, with performance measured against productivity, quality, and client outcomes.
• Operate effectively across multiple management companies, adapting quickly to different processes, products, and service expectations.
• Demonstrate a continuous improvement mindset by identifying opportunities to enhance service delivery, efficiency, and client experience.

Skills & Experience:

• Proven experience in a client service or contact centre environment is essential.
• Comfortable operating in a performance-driven, regulated environment with clear standards and expectations.
• Ability to work independently, manage workload under pressure, and make informed decisions.
• Strong written and verbal communication skills across multiple channels.
• Educated to secondary school level with equivalent experience.

Candidates will need to show evidence of the above in their CV in order to be considered.

If you feel you have the skills and experience and want to hear more about this role 'apply now' to declare your interest in this opportunity with our client. Your application will be observed by our dedicated team.

We will respond to all successful applicants ASAP however, please be advised that we will always look to contact you further from this time should we need further applicants or if other opportunities arise relevant to your skill set.

Pontoon 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.

As part of our standard hiring process to manage risk, please note background screening checks will be conducted on all hires before commencing employment.

We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.