Customer Support Agents

Job Description

Customer Support Agents\n

Office based in central Redhill, first 3 months office based, then hybrid working
\n Temporary - 6 months
\n Monday to Friday - 9am - 5pm
\n £13.50 per hour

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Tate are delighted to be working with a leading retail and commercial bank to recruit for Temporary Financial Support Agents to provide administrative support to customers across a range of finance products, including customers who may be experiencing financial difficulty.

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This is an excellent opportunity for someone with good attention to detail, strong organisational skills, and a positive approach to customer service to build experience within a regulated financial services environment while developing knowledge of financial support and recovery processes.

About the role\n

The role is primarily focused on the accurate and timely administration of customer accounts. This includes processing correspondence, updating customer records, managing workflow queues, and supporting specialist activities such as insurance claims, litigation support, third-party instructions, account closures, and police compound processes.

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You will also make outbound telephone calls and use SMS, digital messaging, and online chat where required to obtain information, provide updates, or support the administration and resolution of customer accounts.

Key responsibilities\n

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• Support the administration of customer accounts across regulated and unregulated agreements, ensuring all activities are completed accurately and within agreed service standards.
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• Manage high-volume administrative tasks, including processing account updates, issuing customer correspondence, and maintaining accurate records across internal systems.
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• Undertake outbound customer contact where required to obtain information, provide updates, or support the resolution of customer accounts.
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• Process customer letters, documentation, and system-generated communications in line with business procedures.
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• Administer specialist activities including insurance claims, litigation support, third-party instructions, account closures, and police compound processes.
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• Prepare and issue instructions to third-party suppliers and process responses received, ensuring actions are completed accurately and within required timescales.
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• Monitor and manage allocated workflow queues to ensure work is prioritised and completed efficiently.
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• Liaise with internal departments, third-party suppliers, and external agencies to support the effective administration and resolution of customer accounts.
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• Identify and escalate exceptions, risks, or vulnerable customer indicators to the appropriate specialist teams.
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• Ensure all customer records are accurate, complete, and compliant with internal policies and regulatory requirements.
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• Maintain a good understanding of business procedures, regulatory requirements, and Consumer Duty principles relevant to the role.
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• Carry out all activities with professionalism and accuracy.
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Experience/skills

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We are looking for someone who is organised, accurate, and confident working with systems and processes. You will have a professional and customer-focused approach, with the ability to manage a busy workload and work effectively as part of a team.

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• Previous administration, customer service, or telephone-based experience is desirable but not essential.
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• Basic knowledge of Microsoft Office applications, including Word, Excel, and Outlook.
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• Comfortable using computer systems and learning new applications.
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• Ability to follow procedures and work within a regulated environment.
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• Willingness to learn new processes and develop knowledge of financial support and recovery activities.
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• Good verbal and written communication skills.
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• Strong attention to detail and accuracy.
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• Good organisational skills and the ability to prioritise work effectively.
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Why apply?\n

This temporary role offers the opportunity to develop valuable experience within financial services, gain exposure to financial support and recovery activities, and contribute to fair customer outcomes in a regulated environment. If you are organised, accurate, and keen to develop your experience within financial services, we would like to hear from you.

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Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.

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Tate is acting as an Employment Business in relation to this vacancy.

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Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application.