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Job Title: Service Centre Consultant

Location: Birmingham City Centre (B3)

Contract Type: Temporary - 12 months

Start Date: 21st January 2026

Pay Rate: £14.02 per hour

Working Pattern:

Full-time. Mon-Fri shifts will fall between 8am - 6pm
Role requires 1 Saturday shift every 6 weeks 9am-2pm with a day off in the week in lieu.

Hybrid Working: Work from home 3 days per week (First 6 weeks is 100% office based for training)

About the Opportunity

Join a team that supports over a million business banking customers with their everyday needs.

As a Service Centre Consultant, you'll be part of a dynamic contact centre environment where empathy, digital confidence, and resilience are key.

You'll begin with a 6-week induction led by our friendly training team, gaining the knowledge and confidence to thrive.

This role offers a clear path for development and career progression within a supportive and inclusive workplace.

Key Responsibilities

Deliver first-class customer service across a range of queries including payments, mandates, online banking, and complex issues
Build rapport quickly and resolve queries with professionalism and empathy
Use AI tools and digital platforms to enhance customer interactions and streamline service delivery
Maintain accurate records and follow compliance procedures
Continuously improve customer experience through feedback and learningBenefits:

Flexible benefits to suit your lifestyle, such as discounted shopping
30 days annual leave per year
Great access to shops and restaurants
Prime location in Birmingham
Close to public transport links
First class support and training for all colleagues
Opportunity for growth within the company
Hybrid working approach (once initial onsite training has been completed)

Key Skills & Experience

Proven experience in customer service, ideally in a telephony or banking environment
Strong communication skills-verbal and written-with the ability to handle sensitive queries
Confidence using digital tools and AI platforms to support customer journeys
Ability to adapt quickly to new processes and thrive in a fast-paced setting
Resilience and a proactive mindset to manage high call volumes and varied customer needs
Compassionate approach with a focus on fair outcomes, especially for vulnerable customersAbout our client:

At our client's organisation, we believe in creating a workplace where you can truly be yourself and have a rewarding career. With great colleagues, flexible working arrangements, and a multitude of career opportunities, you'll find a supportive and inclusive environment where you can thrive.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicity, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you