Customer Contact Centre Adviser

Head Office, Cambridge

About the role

To provide excellent customer service with the objective that the customer will recognise and recommend the service provided whilst contributing to our business objectives. Key contact point for all customer enquiries providing telephone, email, live chat and secure message service to the Society’s customers.

Salary and working hours

Salary £17,530.50 to £20,634.38 with attractive additional Saturday payments

Monday to Friday (shifts) 8:15am – 8:30pm (36.25 hours per week)

plus 26 Saturdays per annum

What you’ll be doing day-to-day?

Provide friendly and efficient service to customers processing account transactions and other account-related requests

Be able to explain terms & conditions of our products to customers and open new accounts appropriate to customer needs

Ensure all customer information, account details and transactions are processed correctly

Identify customers’ needs, clarify information, and suggest appropriate accounts which match their needs

Have significant online savings knowledge in order to support our customers with complex online queries, account opening and running of online accounts ensuring SLAs are met

Have an understanding of risk of fraud through the online savings channel and refer to line manager where appropriate

Understand our live chat system and provide an excellent level of service to our live chat customers. Contribute to enhancing the live chat customer journey by using proactive invites where appropriate

Effective communication with other departments and partners (e.g. when dealing with account maturities or online accounts) to ensure smooth customer journey

Ensure all written and oral communication is clear, easy to understand and complies with our Brand Voice standards and style

Develop and expand own knowledge of Society products, services and processes through keeping up-to-date with changes, weekly CSSP sessions and self-study

Adhere to all regulatory requirements (Money Laundering, Data Protection etc.). Complete on-line regulatory courses within defined timescales

You will be someone that:

Has a minimum of 4 GCSE’s including English and Maths at grade A*-C/4-9 or equivalent

Enjoys working in a dynamic team and can be flexible

Learns quickly through on-the-job training

Is confident and has an optimistic outlook

Has a passion for providing excellent customer service

Has a can-do attitude and a keen eye for detail

The Cambridge will reward you with:

On the job training so you feel confident in your role

Annual holiday - 23 days plus bank holidays,

your birthday, a Christmas shopping day and anniversary day (start date)

Private health care with cinema and Caffe Nero discounts

A reduced mortgage rate

Excellent pension scheme – if you pay in 4%, we pay in 12%

Support for learning and personal development within your role

Career progression across the Society

A chance to give something back through our Community programme

A positive working culture which encourages you to have a voice


If you’re interested in joining a forward thinking Society, we look forward to hearing from you!

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