Job title: Customer Service Adviser - FTC 12 months

Location: London, Milton Keynes or Wilmslow

Closing date:

Job Summary

To be responsible for the day to day running of servicing and special servicing processes and strategies, ensuring the business runs smoothly and ensuring SLA’s, quality standards and customer service levels are achieved.

About us

Founded in 2007, we are a challenger bank that operates in accordance with Shariah principles, with offices in London, Milton Keynes and Wilmslow. We offer personal and corporate savings products and finance for UK residential property, in addition to sourcing and advising on UK real estate investments.

Key responsibilities

  • Monitoring Customer Services mailbox and handle internal and external phone calls
  • Provide support to other departments via incoming phone calls regarding account information. This includes answering questions, education on the product, and resolving any account issues
  • Ensure that all new sales are properly set-up on system and that all notifications, welcome letters, etc. are distributed to the appropriate parties
  • Perform necessary transactions and maintenance of system records to post sale advances, sale transfers, new portfolios and/or funds and reallocation
  • Handle incoming payments, allocating to the correct account and perform internal reconciliations to ensure all payments have been processed accurately
  • Be responsible for reviewing and sending annual customer statements
  • Handle product transfers and fixed term renewal requests
  • Build customer relationships by actively listening and resolving complaints quickly, efficiently and accurately. Explain policies and procedures courteously and patiently
  • Maintain, manage and track all completion documents and exceptions

Skills required

  • Customer Services experience preferable, ideally in Home Finance / Savings servicing or bank operations
  • Ability to multi-task and work in a fast-paced environment while providing a high level of customer service
  • Excellent verbal and written communication skills and attention to detail
  • Ability to provide internal and external customers with the highest quality of customer service that meets their needs, in a timely efficient and professional manner; ability to follow up on customer complaints, questions or requests
  • Ability to meet deadlines along with excellent time management skills
  • Flexible in approach, rational when faced with changing priorities in a dynamic environment

Additional Details:

We offer a highly attractive reward package; the typical benefits include:

  • 25 days holiday entitlement increasing with service
  • Pension plan
  • Private medical insurance
  • Group dental insurance
  • Income protection
  • Life assurance
  • Employee referral bonus

Gatehouse Bank is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

Please be advised that we have an appointed recruitment partner, The Curve Group, to manage our recruitment process and give candidates the best possible experience in pursuing a career with Gatehouse Bank. The personal details you have shared with us may be processed by The Curve Group on behalf of Gatehouse Bank. Full details of their Privacy Policy can be viewed here.


To apply, please send your CV to