Customer Service Specialist (Financial Services)

Location: Leeds City Centre
Salary: £14.17 per hour (£25,800 per annum)
Hours: 35 hours per week, Monday to Friday
Contract: Permanent
Working Pattern: Hybrid (12 weeks onsite during training - 2 days per week onsite thereafter)

Are you passionate about helping people find solutions during challenging financial situations?

We're recruiting on behalf of a well-established and respected organisation seeking a Customer Service Specialist to join their growing team in Leeds. This is an excellent opportunity for someone with strong customer service, negotiation, complaints handling, collections, or case management experience who enjoys making a genuine difference to customers' lives.

If you're a confident communicator with strong problem-solving skills and enjoy working in a fast-paced, customer-focused environment, we'd love to hear from you.

The Role

As a Customer Service Specialist, you'll manage a portfolio of client cases, supporting individuals through important financial decisions and helping them achieve sustainable outcomes.

You'll be responsible for gathering and reviewing information, identifying any missing details, and ensuring each case progresses efficiently and compliantly. Acting as the main point of contact, you'll build trust with customers while handling sensitive conversations with empathy, professionalism, and confidence.

Key Responsibilities

• Manage your own caseload from initial enquiry through to resolution
• Review financial information and supporting documentation
• Speak with customers to understand their circumstances and provide appropriate guidance
• Handle complex and sensitive conversations with confidence and professionalism
• Prepare accurate documentation and maintain detailed case records
• Liaise with third parties and negotiate practical, realistic outcomes
• Ensure all activities comply with internal procedures and regulatory requirements
• Deliver excellent customer service while balancing customer and business needs

About You

We're looking for individuals who thrive in a customer-focused environment and can confidently manage detailed and sometimes challenging conversations.

You'll Have:

• Excellent communication and interpersonal skills
• Strong attention to detail and analytical abilities
• The confidence to handle sensitive situations and negotiate positive outcomes
• Strong organisational skills with the ability to prioritise workloads effectively
• A proactive, resilient, and adaptable approach
• The ability to build rapport and demonstrate empathy with customers

Desirable Experience:

Experience within any of the following areas would be advantageous, although full training will be provided:

• Financial Services
• Customer Resolutions
• Complaints Handling
• Collections
• Case Management
• Contact Centre / Customer Service Environments

What's on Offer?

• Hybrid working model
• Full training and ongoing development
• Supportive and collaborative team culture
• Opportunities for career progression within a specialist sector
• Monday to Friday working pattern - no weekends
• The chance to make a meaningful impact on customers' financial wellbeing

Apply Today

If you're looking for a rewarding customer service role where you can develop your skills, build a long-term career, and make a real difference to people's lives, we'd love to hear from you.

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.