Customer Service Advisor (Telephony)

Customer Service Advisor (Telephony)

Job Description

Alexander Mann Solutions are recruiting Customer Advisors to join our well-known financial client in Manchester.

  • We’ll look to you to deliver successful outcomes for your customers who are experiencing credit card issues by investigating their queries and understanding their needs.
  • You’ll be liaising with customers over the telephone to accurately collect information to solve their queries and provide a suitable outcome.
  • You’ll be able to showcase your knowledge and enthusiasm as you deal with a variety of different customers on a daily basis.
  • Once you’ve completion your induction period and shown competence in the role you’ll have the opportunity to work from home after 3-4 months of joining the role. Until then, the role will remain in office.
  • On a hybrid schedule, you’ll still need to commit to a minimum of 1 day a week in the office so you can connect and learn with your colleagues.

Your day-to-day will include:

  • Handling high volume inbound phone calls from customers regarding credit card queries
  • Communicating clearly and effectively with the customer, understanding the customer’s needs and issues
  • Resolving the customers queries and providing a suitable outcome within targets and SLA’s
  • Being able to listen to the customer attentively and guide the customer through the next steps to resolving their credit card issue or query.

The skills you’ll need:

To excel in this role, you’ll have strong customer service abilities along with evidence of delivering excellent communication skills. You’ll work well in a fast-paced environment and have the ability to deliver to deadlines whilst handling a variety of queries.

You’ll also demonstrate:

  • Excellent written and verbal communication skills
  • Attention to detail
  • Good organisational skills
  • Ability to work with policies and adhering to regulations

What else you’ll need to know:

  • We’re here for our customers, whatever the time of day, so you’ll need to be flexible.
  • You’ll work 35 hours per week between Monday – Sunday 8am – 8pm. Shifts are on 3 week rotation including 2 in 3 weekends which can be Saturday or Sunday.
  • You will also be required for 1 weekend shift in every 6 weeks to be 12-8pm however circumstances are dependent on business need so you must be flexible within hours 8am -8pm.
  • Training is Monday to Friday 9am – 5pm in office for 7 weeks and will take place in office at 1 Spinningfields Square, M3 3AP.
  • Please note, no holidays are permitted during the training period.
  • Start date: Monday 4th March 2024


  • Canteen on site and Rooftop terrace open during summer periods
  • 2 community days in addition to 33 days holiday.
  • Free car parking on weekends and discounted rate of £8 per day at NCP Car Parks instead of £22
  • Good public transport links to office – train, bus etc.
  • Weekly pay and an hourly rate of £12.86
  • 12 months temporary to permanent contract with permanent opportunities available


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