Contact Centre Associate

LGBT Great; Basingstoke; On-site; GBP 24,000; Full time

Job summary

A fintech challenger bank is seeking a Contact Centre Associate apprentice based in Basingstoke. This full-time role focuses on providing exceptional customer service via telephone and email. You'll handle inquiries related to savings and finance products while receiving training on customer service practice. The position offers a competitive salary of £23,810 per annum, along with various benefits including an annual performance bonus and a pension scheme. Start date is February/March 2026.

Benefits

Competitive salary

Annual performance-related bonus

Generous contributory pension scheme

25 days annual leave plus bank holidays

Healthcare benefits

Free eye test vouchers

Discounted gym membership

Season ticket travel loans

Qualifications

• Excellent verbal and written communication skills.
• Confident in using computer systems.
• Ability to pay good attention to detail.

Responsibilities

• Provide exceptional customer service over phone and email.
• Handle queries about account status and payments.
• Maintain a positive company brand while assisting customers.

Skills

Verbal communication skills

Written communication skills

Attention to detail

Time management

Problem solving skills

Education

Minimum 3 GCSEs including Maths & English (Grade C/4 or above)

Tools

Computer systems

Job description

The opportunity

We have an apprenticeship opportunity for a Contact Centre Associate to join us on the exciting and rewarding path we are taking here at Castle Trust Bank. We pride ourselves in being a fintech challenger bank, providing specialist property mortgages, retail finance lending and savings accounts to a variety of customers.

Joining our central contact centre, you will play a key role in supporting our customers by providing them with exceptional service when they call in by telephone or email us with their queries. You will receive training on two of our business lines – Savings and Omni Capital Retail Finance.

Our Savings customers might be calling to find out more about our products and to better understand our online services. They might be calling to open a new account or requiring help and support with an existing account, you will be ensuring their queries are answered effectively whilst always maintaining a positive Castle Trust Bank brand.

Omni Capital, our retail finance division, partners with retailers nationwide to provide their customers with credit solutions, that allow them to spread the cost of their purchases. You will be responsible for dealing with a variety of customer queries about their account status and balance, through to if they are having difficulty in making payments. Whilst every customer is unique, the types of queries you will be dealing with each day will soon become familiar to you.

We also manage customer contact through email and messages sent through our online portal so your written output needs to be of a high standard.

This is a full-time role based from our Basingstoke office, hours are Monday to Friday 09:00 to 17:30. Start date expected to be February/March 2026.

About the apprenticeship pathway…

Level parke 2 Customer Service Practitioner – please follow the link for more information:

Customer service practitioner / Skills England

What we are looking for in you…

What is important to us is that you excellent verbal and written communication skills with the confidence to be able to communicate effectively with our customers. You will need to be confident using computer systems, however training will be provided on the specific systems we use in this environment. As long as you have the right attitude and desire to learn, then comeuzima almost talk to us and find out more about the opportunity.

What is equally important is that you have the ability to pay good attention to detail with excellent time management and problem solving skills.

Minimum qualification requirement –a minimum of 3 GCSEs including Maths & English (Grade C/4 or above). If653 you do not have Maths and English at this level, apply and speak to a member of the recruitment team to find out what support options might be available.

What’s in it for you…

• As well as a competitive salary (£23,810 per annum), we offer an annual performance related bonus based on individual and company performance. In addition, a generous contributory pension scheme through Hargreaves Lansdown, life assurance, 25 days annual leave (plus bank holidays on top) with the option to buy/sell up to 5 additional days (terms apply). In addition, you will receive an extra day paid annual leave for Volunteering.
• Wellbeing is also high on our agenda, and we offer healthcare benefits through Equipsme. In addition, all colleagues have free access to BHFS Rise EAP to support their health and wellbeing. We also offer free eye test vouchers and discounted gym membership, and if that’s not enough, we also offer season ticket travel loans (if applicable).

Caught your attention?If so, we’d love to talk to you and tell you more about what it’s like to work at Castle Trust Bank – The Place To Work!

Castle Trust Bank is an equal opportunity employer where we celebrate diversity and are committed to creating an inclusive environment for all our colleagues to thrive. We welcome applications from all and will not discriminate against any status/characteristic protected by law and will always base our decisions on merit.

We are proud to support people with disabilities and are committed to be a Disability Confident employer. If you are a person with a disability and meet the minimum criteria for the role you will be offered an interview. Should you require any reasonable adjustment to support you in your application for one of our opportunities, please [e-mail]