Customer Service Expert

Overview

We are looking for Customer Service Specialists to support student loan applicants via inbound calls.

Responsibilities

• Receive inbound calls and assist students and their families with loan application, payments, eligibility, and funding questions.
• Provide information and guidance using the company’s knowledge base.
• Handle a high volume of calls in a fast‑paced contact centre environment.
• Meet quality and average handling time targets.
• Operate and navigate multiple complex systems efficiently.
• Maintain accurate and timely documentation of customer interactions.

Qualifications

• Good communication skills and confidence using PCs.
• Ability to learn in a virtual training environment and engage with trainers and peers.
• Resilience to handle challenging calls and meet performance metrics.
• Excellent listening skills and ability to accurately relay information.
• Strong multitasking and navigation between multiple systems.
• Reliable, stable internet connection with a private working area.
• Willingness to work up to 9 hours per day, including a 1 hour break and lunch.
• Full flexibility between 8 am and 7 pm, Monday‑Friday; no weekend work.
• Right to work in the UK and successful DBS and credit check clearance.

Training & Compensation

• £12.71 per hour salary.
• 11 days of classroom‑based training, 9 am‑6 pm.
• 10 days of nesting (live call practice) with full support.
• No attendance flexibility during the first four weeks; holidays cannot be approved within the first four weeks.

Benefits

• Employee Assistance Programme including 24/7 confidential counselling and access to mental health support.
• Access to remote GP video consultations and online mental health resources.
• Eye care vouchers.
• Target‑driven incentives and prizes.
• Employee engagement activities, including winter and summer parties.

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