Job Introduction
Job Title: Service Centre Consultant
Location: Edinburgh City Centre (EH14)
Contract Type: Temporary
Start Date: 18th November 2025
Pay Rate: £14.02 per hour
Working Pattern:
- Full-time. Mon-Fri shifts will fall between 8am – 6pm
- Role requires 1 Saturday shift every 4-6 weeks 9am-2pm with a day off in the week in lieu.
Hybrid Working: Work from home 3 days per week (First 6 weeks is 100% office based for training)
About the Opportunity
Join a team that supports over a million business banking customers with their everyday needs.
As a Service Centre Consultant, you’ll be part of a dynamic contact centre environment where empathy, digital confidence, and resilience are key.
You’ll begin with a 6-week induction led by our friendly training team, gaining the knowledge and confidence to thrive.
This role offers a clear path for development and career progression within a supportive and inclusive workplace.
Key Responsibilities
- Deliver first-class customer service across a range of queries including payments, mandates, online banking, and complex issues
- Build rapport quickly and resolve queries with professionalism and empathy
- Use AI tools and digital platforms to enhance customer interactions and streamline service delivery
- Maintain accurate records and follow compliance procedures
- Continuously improve customer experience through feedback and learning
Key Skills & Experience
- Proven experience in customer service, ideally in a telephony or banking environment
- Strong communication skills—verbal and written—with the ability to handle sensitive queries
- Confidence using digital tools and AI platforms to support customer journeys
- Ability to adapt quickly to new processes and thrive in a fast-paced setting
- Resilience and a proactive mindset to manage high call volumes and varied customer needs
- Compassionate approach with a focus on fair outcomes, especially for vulnerable customers
Benefits:
- Work from home 3 days per week
- Prime location in Edinburgh
- Close to public transport links
- First class support and training for all colleagues
- Opportunity for growth within the company
- Weekly Pay
- Online payslips
- Dedicated aftercare team
- Annual leave allowance of 31 days per year
- Employee Assistance Programme
- Access to Able Futures
- Eyecare vouchers
- Access to Boost benefits such as discounted shopping vouchers, services, attraction tickets and more
- Smart Spending App
- Workplace Pension scheme
At our client's organisation, we are committed to fostering an inclusive and diverse workplace. We celebrate individuals from all backgrounds, cultures, and identities, and welcome applications from under-represented groups.
We are disability confident and can make reasonable adjustments to our recruitment processes upon request.
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 ethnicity, 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. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.