Job Description

In February 2025, NewDay's contact centre was accredited as Industry Leading across all categories by the Contact Centre Management Association. On top of that, we're also among the winners of the Glassdoor Employee's Choice Awards for 2025. Sound like somewhere you could see yourself? Read on...

Your new role at NewDay

We're looking for fantastic people to join our award-winning Contact Centre team! In the role, you'll provide exceptional customer service support and deliver a great customer experience in an ever-increasingly digital world, looking for opportunities to help customers to self-serve in the future. You will be servicing customers across all our Brands over the telephone.


We pride ourselves on fantastic customer satisfaction and quality of service, so attention to detail when following processes is important. We want people who can both empathise with and engage customers, listening to their issues and helping to resolve their query, whilst looking to increase customer satisfaction, reduce customer complaints and increase mobile app utilisation by giving back good feedback and diagnostics around the root cause of the problem.


NewDay operates in a strict, regulated Financial Services environment so the highest integrity and compliance in operating and regulatory procedures is critical.


With this role comes the opportunity to spend up to 50% of your time working remotely, with the remaining time spent in our dedicated Contact Centre in Morley. You'll receive a starting salary of 24,500, plus bonus, benefits and the opportunity to develop your career!


At NewDay, our customers are at the heart of everything we do. This means that your responsibilities will include:

Handling customer questions and queries via inbound and at times, outbound telephone calls.

-----------------------------------------------------------------------------------------------

Providing excellent customer service whilst ensuring all calls are handled in compliance with our internal processes and regulatory requirements.

-----------------------------------------------------------------------------------------------------------------------------------------------------

Promoting our Digital Servicing options (mobile app, digital messaging) to customers, helping them to understand the benefits and overcome any objections so that they feel secure and confident online.

------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

Taking ownership for customer complaints, resolving as many as possible at the first point of contact and escalating others.

--------------------------------------------------------------------------------------------------------------------------------

Running through basic diagnostics to better understand the root cause of any issues and feeding back to enable us to fix things that matter for our customers seamlessly.

-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------

Making sure that all details are accurately keyed into our systems.

-----------------------------------------------------------------------

Identifying issues and potential issues for customers and escalating, as appropriate, to the relevant team i.e. incident management

---------------------------------------------------------------------------------------------------------------------------------------

Identifying opportunities for process and service improvements and discussing these with your manager

---------------------------------------------------------------------------------------------------------

We will of course provide you with excellent training to give you every chance of being successful!

-------------------------------------------------------------------------------------------------------

What you'll bring

We need knowledge, experience and expertise in...

Listening and written communication

---------------------------------------

Having empathy with people in difficult situations

------------------------------------------------------

Working in a lively, fast-paced team set up

------------------------------------------------

Having an eye for detail and inputting them into our systems accurately

---------------------------------------------------------------------------

Identifying problems and finding solutions

----------------------------------------------

Maintaining a positive attitude and a great speaking manner

---------------------------------------------------------------

Being calm under pressure

-----------------------------

And ideally, you'll have:

GCSEs (or equivalent) at Grades A to C, including English and Maths

-----------------------------------------------------------------------

Experience in a customer-focused job and in using laptops or desktop PCs and applications.

-----------------------------------------------------------------------------------------------

General awareness of good mobile App and website use and elements of user security

--------------------------------------------------------------------------------------

We work with Textio to make our job design and hiring inclusive.

Permanent