Customer Service Advisor

About the role

We are seeking a Customer Service Advisor to join a market‑leading financial services business. You will work with customers to find realistic, sustainable solutions for managing outstanding balances, supporting both vulnerable clients and those in early‑stage collections.

Key responsibilities

• Speak with customers to understand their financial circumstances and identify appropriate solutions.
• Handle inbound and outbound communications via telephone and other channels.
• Manage pre‑collections and early‑stage collections cases in a professional, customer‑focused manner.
• Negotiate affordable repayment arrangements and support vulnerable customers with empathy.
• Maintain accurate records of interactions and agreed outcomes.
• Resolve queries, complaints and disputes in line with company procedures.
• Work towards individual and team performance targets and KPIs.

Required profile

• Previous experience in customer service, collections or a contact‑centre environment (preferred).
• Experience supporting vulnerable customers is highly advantageous.
• Strong communication, listening and negotiation abilities.
• Customer‑focused, empathetic approach with the ability to build rapport.
• Resilient, proactive and able to work in a fast‑paced environment.

Required skills

What we offer

• Salary £26,227 per annum plus a monthly performance bonus up to 25% annually.
• Hybrid working – 2‑3 days in the Leeds City Centre office.
• Rotating 4‑week shift pattern with training and regular hours.
• 25 days annual leave plus bank holidays, with the option to buy additional leave.
• Supportive team environment, regular socials and career development opportunities.