Full job descriptionCustomer Service Representative
12 months
Location: Manchester/Hybrid (four days per week in the office)
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 ethnicities, 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.
Why You Should Apply:
· Work in a vibrant atmosphere where your contributions truly matter.
· Enjoy a hybrid working model that promotes work-life balance.
· Competitive salary and benefits package designed to add value to your career.
· Opportunities for personal and professional growth within a supportive environment.
Key Responsibilities:
· Be the primary point of contact for shareholder inquiries through phone, email, web chat, and written correspondence.
· Deliver high-quality service while managing client conversations confidently in a busy setting.
· Execute telephone trades accurately and in line with client instructions and regulatory requirements.
· Handle both straightforward and complex queries, providing clear and confident technical support.
· Investigate discrepancies on shareholder accounts with a keen attention to detail and structured problem-solving skills.
· Drive first-point-of-contact resolution, taking ownership of issues until full closure.
· Proactively manage open cases, ensuring timely follow-up and a positive client experience.
· Maintain accountability for the quality and accuracy of all work produced.
· Adapt quickly to various management processes and service expectations.
What We’re Looking For:
· Previous experience in a client service or contact centre environment is essential.
· Ability to perform in a regulated, performance-driven environment with clear standards.
· Confident in making informed decisions and managing workload under pressure.
· Excellent written and verbal communication skills across multiple channels.
· Educated to secondary school level, with equivalent experience.
What’s in It for You?
· A supportive and engaging work culture where your efforts are recognized.
· Opportunities to improve service delivery and efficiency, driving continuous improvement.
· The chance to work with a diverse team that values collaboration and innovation.