Join Zempler Bank's Customer Service Team – Support our bank by providing our customers a first-class service within a supportive environment; very competitive salary & benefits on offer, apply today!

Are you looking for a stable, long-term career opportunity where you can make a real difference delivering first-class customer service?

Zempler Bank is proud to offer a rewarding position as a Customer Service Advisor working in our vibrant & friendly Liverpool Operations team. Within this crucial 1st line customer centric role, you’ll be a dedicated professional delivering service excellence to our customers, across a variety of product ranges.

Who We Are

Zempler Bank is ranked 54th in the ‘2025 Best Large Companies to Work For in the UK’ as well as a top 25 Financial Service Company (from “Best Companies” survey). Since 2004, we’ve been making money simpler for businesses across the UK. Our mission is to provide easy-to-access banking services that help underserved businesses succeed.

The Role

Based on a permanent & fully on-site basis at the impressive “Spine” building in Liverpool (L7), the Customer Service Advisor will focus first-touch resolution within an inbound call handling capacity.

After an initial 6-week full-time & paid training period, the Customer Service Advisor will handle a variety of service-based requests, challenges, and issues our customers face related to their day-to-day banking needs, as well as providing support for our most vulnerable customers to ensure everyone gets the right outcome.

This Customer Service Advisor job will provide a strong platform for an empathetic and dedicated professional to “see beneath the bonnet” of a digital bank, in a stable and supportive environment as well as providing the potential for good learning & career development prospects in the future.

The shift-rota will vary between 8am to 6pm Monday to Friday with 1 in 3 Saturday’s (8am to 4pm).

Key Responsibilities

• Customer Experience: Provide excellent service, including for our most vulnerable customers, by resolving queries at the first point of contact.

• Complaint Resolution: Address and resolve customer challenges & complaints with empathy, professionalism and proactiveness.

• Product Knowledge: Demonstrate effective knowledge of Zempler Bank's products and services.

• Problem Solving: Investigate solutions through various systems and platforms, ensuring accurate responses within agreed Service-Level-Agreements (SLAs).

• Documentation: Maintain clear and accurate notes on our systems for each customer interaction.

• Process Improvement: Identify and suggest improvements to enhance customer outcomes.

What We're Looking For

• Empathy and Resilience: A customer-centric focus with a positive, committed attitude.

• Communication Skills: Excellent written and verbal communication, with a collaborative approach.

• Adaptability: Ability to work independently and as part of a team.

• Technical Proficiency: Strong working knowledge of Microsoft Office and adept at using multiple applications simultaneously.

• Enthusiasm for Learning: A keen interest in personal and career development.

In Return You’ll Enjoy

• Competitive basic salary.

• Additional cash benefit allowance representing 7.5% of your annual salary.

• 26 days’ holiday, increasing each year of service to 33 days.

• Option to buy and sell up to 5 days of holiday each year.

• 4 x Life Assurance.

• Pension salary sacrifice.

• LinkedIn Learning license.

• Family-friendly policies.

• Regular social activities and team events.

• Charity Volunteering Day.

• Free drinks and snacks in the office.

Zempler Bank is an equal opportunity employer. Individuals seeking employment are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.