AI is going to change a lot of jobs. But it can’t replace a proper conversation.
It can’t reassure someone who’s worried about their money, listen properly, ask the right follow‑up question or make a client feel like they’re dealing with a real person rather than another chatbot pretending to be helpful.
What We’re Looking For
This is a role with a large, growing and profitable financial services business that looks after thousands of clients across the UK. We need people who are good with people—able to listen, explain, solve problems and give clients a genuinely good experience (TrustPilot has them at 4.9/5).
You don’t need financial services experience, but you do need proper customer service experience. That means you’re used to speaking to customers or clients every day, ideally by phone, and you know how to stay calm, professional and helpful when someone has a query, a problem or needs something explained clearly.
You might be working in hospitality, retail, travel, banking, insurance, telecoms, customer service or a contact centre. The background matters less than the way you deal with people. You’ll need to be reliable, confident on the phone, comfortable working to service standards and genuinely interested in building a long‑term career rather than just finding something else to do for a few months.
Career Development
We have a strong track record of promoting from within. A large number of people in the advice team started in this area before moving through the company’s internal academy. Others have progressed into compliance, paraplanning, operations and leadership roles. One senior leader started in client support and progressed to Head of Department within five years; another came through the business and built their career internally before becoming Head of Advice.
Most people are expected to stay in the role for 12–18 months before progressing, although earlier opportunities can arise. Development is reviewed every three months as part of your personal development plan.
Benefits and Compensation
- Salary of up to £26,347
- £500 per month KPI bonus, Potential overall package of £32,347
- Hybrid working (2 days from home) after probation
- Company pension
- 25 days holiday, rising with service
- Life cover
- 24/7 GP access
- Healthcare cash plan
- Enhanced maternity, paternity and adoption leave
- Paid sickness leave
- Company and team events
- Free on‑site parking
- Cashback rewards
- Access to an internal academy
Working Hours and Location
The team works between 7am and 8pm on a five‑week rota, with one Saturday morning every five weeks. When you work a Saturday, you get time back during the week. The office is based at Newburn Riverside, west of Newcastle, so please check the commute before applying, especially for early shifts starting at 7am. Access to a car may be helpful depending on where you live, although public transport may work for some candidates.
Before Applying
- This is a client‑facing phone‑based role.
- You’ll be working shifts between 7am and 8pm on a five‑week rota.
- You’ll work one Saturday morning every five weeks, with time back during the week.
- The role is office‑based during probation, then hybrid after probation.
- You don’t need financial services experience, but you do need proper customer/client service experience.
- Consider the office location and commute.
Application Notes
When applying, please include a short cover letter telling us: Why this role interests you beyond salary and hybrid working.
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