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
Skills Required
- Proven customer service experience in a contact centre or telephone-based role
- Excellent communication skills (both written and verbal)
- Strong attention to detail and ability to manage tasks effectively
- Comfortable using multiple computer systems and Microsoft Office products
What We Do
Traditional financial service providers are often burdened with costly overheads including expensive branch networks, inflexible technology and huge armies of people. At Castle Trust Bank, we keep our overheads to a minimum and we use savings proceeds to fund our lending solutions. In the past, we offered investment products to our customers which proved very popular. As a bank, we now offer savings accounts, giving our customers the added benefit of FSCS protection for their deposits. Our history means that we have a strong understanding of what our customers need and have built our savings range with those customers and their needs front of mind. In a complex world, we strive for openness and clarity. We place the highest importance on treating our customers fairly not just because it's the right thing to do but because we know that the trust of our customers is crucial to our future success. We recognise that for many mortgage customers, traditional solutions don't cut the mustard. These customers can often have high quality assets but unconventional income and so find it difficult to borrow at reasonable rates and on sensible terms. What experienced buy to let investors need is lending with imagination. They need a lender that recognises cash flow and net worth are not the same thing. They need a lender that is flexible in their approach and makes considered, logical decisions. Castle Trust Bank is that lender. We also offer point of sale finance through our Omni Capital Retail Finance arm. Partnering with retailers nationwide, we support their business by offering finance plans to their customers. OmniPort technology gives retailers paperless credit approval which fits seamlessly with their sales processes and customers can use our dedicated customer portal to keep up to date with their loans
