Customer Service Advisor (Financial Difficulty)

Honeycomb is delighted to partner with a trusted organisation within the financial services sector, recognised for its customer-centric approach, to recruit for a Customer Service Advisor for the Financial Difficulties team, on a temporary basis. With a strong culture of collaboration, inclusion, and professional growth, the company empowers its teams to deliver exceptional customer service while upholding the highest standards of compliance and integrity.The Role

The Customer Service Advisor plays a key role, providing telephone-based guidance and support to Personal and Business Customers who are at risk of financial difficulty. Reporting to the Team Manager, you'll proactively engage with customers to help them manage financial challenges, reduce arrears, and find sustainable financial solutions, all while ensuring full compliance with regulatory requirements.

Key Responsibilities:

• Engage with customers via telephone, written correspondence, and occasional face-to-face interactions to discuss financial solutions.

• Identify customers experiencing money worries or vulnerable circumstances early and provide tailored guidance to support positive financial outcomes.

• Ensure all activity complies with legal, regulatory, and internal policy standards, including New Consumer Duty requirements.

• Maintain up-to-date knowledge of relevant bank products, services, and procedures to deliver high-quality service.

• Collaborate with colleagues across departments to share best practices and enhance customer experience.

• Build effective and professional relationships with internal and external stakeholders, demonstrating customer obsession in every interaction.

The Person

The ideal candidate for the Customer Service Advisor role will be an empathetic and solutions-focused professional with a passion for delivering exceptional customer service.

Essential Skills & Experience:

• Proven experience providing outstanding customer service in a financial or customer-focused environment.

• Excellent communication and active listening skills, with the ability to understand and support customers' financial and personal situations.

• High emotional intelligence and empathy, particularly when supporting customers in vulnerable circumstances.

• Strong organisational skills, with the ability to prioritise and manage workloads effectively in a fast-paced environment.

• Agile and adaptable mindset, with a willingness to learn new skills within a multi-skilled team environment.

Preferred:

• Experience collaborating with a range of internal and external stakeholders.

• Previous experience within banking or a similar role.

Package & Benefits

• Competitive hourly rate (£13.50 per hour).

• Monday to Friday, 9:00 a.m. to 5:00 p.m.

• Hybrid working is available following training.

• Inclusive, collaborative, and supportive working culture.

• Opportunity to develop professionally within a respected financial institution.

How to Apply

To apply for this Customer Service Advisor role, please submit your CV via the application form provided. Alternatively, to speak in absolute confidence about this opportunity, please contact Cora Montgomery via 028 9620 7050 or cora.m@honeycomb.jobs.

Disclaimer

If you have a disability that requires assistance at any stage of the recruitment process, please contact us directly to discuss your needs. We are committed to providing equality of opportunity to all applicants.

Please note that due to high application volumes, only candidates meeting the essential criteria will be shortlisted. Thank you for your understanding.