Telephony Customer Adviser

Telephony Customer Adviser

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The Requirements

Join us as a Telephony Customer Adviser in Manchester

  • You'll join our vibrant contact centre, building great relationships with our customers on the telephone that are based on trust
  • Every day, you'll take ownership supporting each customer, following up with them throughout their journey with us - in return, you'll receive first class training with us that could lead you onto real development opportunities
  • You'll start on a competitive and flexible reward package of £20,525 (pro rata for hours worked), and after a great first year, we'll put this up to £21,775
  • We’ll support your personal development with training to achieve the industry recognised Professional Banker Certificate within your first two years

What you'll do

Our customers will look to you to support them in their decisions as to how they bank with us – you’ll make sure they're fully informed when it comes to the products and services we offer. You'll act as a trusted expert, providing them with the knowledge they need to make the most of their money.

Most importantly, you'll be building valuable relationships with our customers, making a positive impact on every single call you take.

You'll be supporting our customers by: 

  • Providing the very best customer experience – confidently answering inbound calls to talk them through our products and services
  • Identifying products and services that are right for our customers, helping them to make the most of their money and savings
  • Answering a high volume of calls, while taking the time to build rapport and answer questions
  • Achieving your own personal goals, while helping us meet our team performance goals

The skills you'll need

We’re looking for people who are passionate and motivated to succeed with us. It would be beneficial to have telephony experience, or experience in a role where you've built fantastic customer relationships. What is vital is your dedication and passion when it comes to helping customers. You’ll need to be a real people person, with excellent listening skills and an ability to have great conversations.

Resolving the complex problems won’t faze you, as you’ll have built a fantastic knowledge of our products and services to help answer any number of customer queries.

You'll also: 

  • Have great communication skills that you're able to use on the phone
  • Be able to take ownership and follow up on issues and queries in a timely manner 
  • Show you can multi-task and work well as part of a team
  • Be willing to build an expert knowledge of our products and services
  • Have the confidence to provide a first-class service in every task you undertake

What else you'll need to know

We’re here for our customers, whatever the time of day or night, so you’ll need to be flexible in working a rotating shift pattern.

Your hours of work are likely to be between 07.45am and 8pm and will include weekends and Bank Holidays. We’ll discuss your hours in more detail with you at the interview stage.

You'll enjoy a comprehensive training programme, and on-going coaching and support to enhance your development. When you're ready, we’ll help take your career to the next level.

How we'll reward you

You’ll start on a competitive reward package of £20,525, your package includes the chance to join our retirement saving plan, and to choose whatever protection, healthcare or lifestyle extras you want from RBSelect, our fully flexible reward programme.

You will have a generous holiday entitlement of 33 days – you may be required to work bank holidays.


At NatWest, we want everyone to feel welcome, regardless of your background or needs. If you need adjustments making to your working environment, we’ll do everything we can to support you. As part of this commitment, we offer flexible working options for some of our roles, find out more here.

As a Financial Services organisation we comply with and support the requirements set by our Regulator, the Financial Conduct Authority (FCA), which are designed to protect our customers. This role falls under Conduct Rules of the Individual Accountability Regime (IAR) and is subject to pre-employment screening. This means if your application is successful, you’ll need to satisfy some important background checks before you can start working with us. These will include a full credit check, a criminal record check, residency and right to work checks.

Interviewing for this role

All of our branch and call-centre based roles have a one-way video-based assessment stage.

We want to give you a helping hand, so we’ve put together a short video that’ll give you some handy tips and best practices - and also tell you what to expect during the process.