Gatehouse Bank plc
Customer Support Advisor
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About Gatehouse Bank
Founded in 2007, Gatehouse Bank is a UK challenger bank built on Shariah principles. With offices in London, Milton Keynes, Birmingham, and Wilmslow, we provide ethical savings products and residential property finance, as well as expertise in UK real estate investment.
We’re proud to combine strong values with a modern, customer-first approach.
The Role
Working as part of a customer-focused team, you will take ownership of the customer journey following completion, providing ongoing support throughout the life of the customer relationship.
You’ll be responsible for handling day-to-day enquiries, supporting customers with specific requests, and managing key processes including product transfers, redemptions, and additional lump sum payments. You’ll play an important role in delivering excellent customer service, maintaining high-quality standards, and achieving positive outcomes for every customer.
What You'll Be Doing
- Act as a brand ambassador, delivering a consistently high standard of customer service across all customer interactions.
- Take ownership of customer conversations and work towards first-point resolution wherever possible.
- Support customers across a range of communication channels, including telephone and email, with future channels potentially including webchat and WhatsApp.
- Identify and appropriately support vulnerable customers, tailoring your communication and approach to their individual needs.
- Handle and resolve customer complaints professionally, efficiently, and with a strong focus on achieving positive outcomes.
- Manage key regulatory processes, including product switches, redemptions, and additional lump sum payments.
- Produce accurate calculations to support customers through key processes.
- Act as the first point of contact for property-related and legal queries, liaising with internal and external legal teams where required.
- Develop and maintain a strong understanding of company policies and procedures to ensure customers receive accurate and timely information.
- Ensure all regulatory correspondence is issued accurately and within agreed service levels.
- Process incoming payments, allocating them to the correct customer accounts, and completing internal reconciliations, including Direct Debit payments.
- Manage communications between the Bank, customers, and third parties in relation to payments.
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What We're Looking For
- Previous experience in a Customer Service environment, ideally within Financial Services.
- Excellent verbal and written communication skills.
- Strong problem-solving skills, with the ability to provide effective solutions to customer queries.
- A genuine passion for delivering excellent customer service and positive customer outcomes.
- Strong attention to detail and the ability to work accurately in a fast-paced environment.
- Excellent organisational and time-management skills, with the ability to manage multiple priorities and meet deadlines.
- The ability to work effectively as part of a customer-focused team.
- A professional, patient, and empathetic approach when dealing with customers, including those who may require additional support.
Qualifications
- GCSE English and Mathematics (or equivalent).
The Ideal Candidate
You’ll be a confident and empathetic communicator who genuinely enjoys helping customers. You’ll be comfortable managing a varied workload, resolving queries and complaints, and taking ownership of customer interactions from start to finish.
Experience within financial services would be highly advantageous, particularly where you have worked in a regulated, process-driven environment.
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Please note - the position is office-based with a Hybrid Working policy with flexibility to work from home up to 3 days a week.
What you'll get in return
We offer a competitive and well-rounded benefits package, including:
- 25 days holiday entitlement increasing with service
- Pension plan
- Private medical insurance
- Dental cover
- 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.
The Curve Group is a Recruitment Services and Human Resources business with a mission to transform the working lives of the people and organisations we work with.
We collect and process your personal data for the purpose of providing recruitment and related HR services, in line with our legitimate business interests and legal obligations.
We will retain your data for two years from the last point of contact, after which it will be securely deleted unless you request otherwise.
For more details about how we handle your personal data and your rights, please see our full Privacy Policy: https://www.thecurvegroup.co.uk/privacy-policy/
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