Customer Service Representative

Customer Service Representative

Middlesbrough (On-site) | £24,043.50 per year (£12.33 per hour) | Permanent, Full-Time (Shifts between 9am–8pm, Mon–Sun)

At Firstsource, we're not just about customer service — we're about changing lives by helping people take control of their finances.

We partner with a well-known UK car finance provider to support customers who might be struggling with their payments. Our Collections Advisors are empathetic listeners, problem-solvers, and financial wellbeing champions.

If you're ready to do meaningful work with real impact — and get rewarded for it — we'd love to hear from you.

What you'll be doing day-to-day:

• Helping customers understand their finance agreements and make informed choices
• Working with them to agree payment plans that actually work
• Taking payments over the phone and offering tailored solutions
• Recording accurate notes and following all FCA regulations
• Keeping calm and professional in difficult conversations
• Building real trust with customers — we're not here to pressure, we're here to help

You should apply if:

• You've worked in customer service or financial services before (ideal, but not essential)
• You're a natural problem solver with a calm, empathetic approach
• You're confident talking on the phone and enjoy building rapport
• You're passionate about doing the right thing — especially for vulnerable customers
• You're detail-oriented and thrive in a fast-paced environment
• You're up for ongoing training and development (we'll fully support you!)

What you'll get:

• A permanent role with a £24,043.50 annual salary
• Performance-based incentives
• £750 when you refer a friend
• 29 days' annual leave, increasing with service (including bank holidays)
• Access to our Simply Health cashback plan
• Discounts on everyday spending and perks via our employee benefits platform
• Fun team activities and access to on-site facilities
• Support to grow your career at a global company

⏰ Shift info & flexibility:

• 37.5 hours per week
• Shifts between 9am and 8pm, Monday to Sunday (rotating schedule)
• We'll always give you plenty of notice on shift patterns

Why join Firstsource?

We're proud to be an equal opportunities employer, welcoming applicants from every background, and we're committed to building an inclusive, respectful workplace for everyone. As a Disability Confident employer and part of the Bloomberg Gender Equality Index, we believe diversity isn't just a buzzword — it's our strength.

A quick note on checks:

Due to the nature of the role, we carry out referencing checks, including credit, criminal record, and right-to-work checks. Don't worry — an adverse history won't automatically exclude you. We review every application fairly and individually.

Ready to apply?

We're excited to meet people who are passionate about helping others, and who are ready to build a career with purpose, so if that's you, hit apply!

Let us know if you need any reasonable adjustments to support you during the hiring process — we're here to help.