Contact Centre Associate

Contact Centre Associate

“Deliver exceptional service. Make a real difference to customers every day.”

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. 

This role is based in Basingstoke on site 5 days a week Monday to Friday 09.00 to 17.30

The role and what you’ll deliver:

We have an exciting opportunity for a Contact Centre Associate to join our growing team in Basingstoke.

In this role, you will be at the heart of our customer experience—supporting customers across our Savings and Omni Capital Retail Finance divisions.

You’ll handle a wide variety of customer queries via phone, email and online messaging, ensuring every interaction reflects our commitment to exceptional service.

Specifically, you will:

• Deliver high-quality customer service via telephone, email and online channels
• Support customers with savings products, account queries and online services
• Assist customers in opening new accounts and managing existing ones
• Handle retail finance queries including account balances, payment support and general enquiries
• Maintain accurate records and ensure all communications are professional and clear
• Build confidence and trust with customers while representing the Castle Trust Bank brand
• Adapt to a variety of daily queries in a fast-paced contact centre environment

What you’ll bring:

Essential

• Proven customer service experience, ideally in a contact centre or telephone-based role
• Confidence handling a high volume of customer interactions
• Excellent communication skills (both written and verbal)
• Strong attention to detail and ability to manage tasks effectively
• A positive, customer-focused mindset with a passion for helping people
• Comfortable using multiple computer systems and Microsoft Office products
• Self-motivated, organised and able to work both independently and as part of a team
• Adaptable and comfortable working in a changing environment

Desirable

• Experience within financial services

Recruitment Process

• Initial call with HR
• On-site interview in Basingstoke with the hiring team

Why join Castle Trust Bank?

• Competitive salary is starting at £25,500, rising to £26,500 once fully competent
• Annual performance-related bonus (up to 10%)
• Generous pension scheme via Hargreaves Lansdown
• Life assurance
• 25 days holiday + bank holidays (with option to buy/sell up to 5 days)
• Additional paid volunteering day
• Healthcare benefits through Equipsme
• Employee Assistance Programme (LifeWorks)
• Free eye test vouchers
• Discounted gym membership
• Season ticket travel loans (where 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 contact [email protected]

https://www.castletrust.co.uk/careers/who-we-are