Are you passionate about helping people and delivering exceptional customer experiences? First Direct is looking for enthusiastic and driven individuals to join the team as Customer Service Representatives on a hybrid working basis. Whether you have a background in customer service, finance, or are simply a great communicator with a talent for building rapport, First Direct’s Gold Standard training programme and ongoing on-the-job support will equip you with everything you need to thrive in this role.
As a part of the award-winning First Direct team, you’ll represent a bank known for doing things differently — offering 24/7 service, real human support, and innovative digital banking. If you have crystal-clear communication skills, a genuine passion for people-first service, and the desire to grow in a supportive, forward-thinking environment, this could be the perfect opportunity for you.
Apply today to start a rewarding career with First Direct — the people-powered bank that never closes.
About First Direct
First Direct: A People-Powered Bank That Does Things Differently
First Direct provides mobile, online, and telephone banking services to over 1.7 million customers and offers a comprehensive range of personal banking products.
Known as the people-powered bank, First Direct operates differently from traditional high street banks. It is a bank that never closes, with real people answering the phone 24 hours a day, 7 days a week—even on Christmas Day, New Year’s Day, and Mondays. The bank redefined what it means to be a bank by prioritising accessibility and human connection through digital platforms rather than physical branches.
First Direct became the first UK bank to offer a 24/7 telephone service when it received its inaugural call at midnight on 1 October 1989. Since then, its lines have remained open, with highly regarded customer service representatives consistently available. The bank does not rely on automated systems or robotic responses—customers will always speak to a real person. Its services are also accessible via online, mobile, and tablet platforms, ensuring convenience for customers wherever they are.
As a pioneer of easy and innovative banking, First Direct has consistently led the way in digital services. It introduced PC Banking in 1997, Text Message Banking in 1999, and Internet Banking in 2000. It was also the first UK bank to establish a Twitter presence. First Direct continues to embrace innovation to provide its customers with seamless, intuitive control over their finances—anytime, anywhere.
Position: Customer Service Representative
Salary: £24,000 – £29,334 per year
Job Type: Full Time
Location: Leeds or Hamilton (Hybrid)
About the Role
At first direct you’ll provide an exceptional customer service experience, as part of our award-winning team. Our starting salary is £24,000, with excellent additional benefits and perks – including 33 days holiday per year, free parking & EV charging, free onsite gym & personal trainer, onsite Starbucks and free BUPA healthcare. We also offer a choice of working patterns that can fit around your lifestyle.
A background In customer service or finance is ideal, however if you have crystal clear communication and amazing people skills our Gold standard training programme and on-the-job support will give you everything you need to succeed. It’s not for the faint hearted, but if you thrive on the challenge and you’re at your best when you’re busy, you’ll fit right in!
Responsibilities
- Communicate transparently with excellent interpersonal skills to deliver amazing customer service, being confident and friendly when speaking with our customers in this telephone based role
- Think outside the box and be informative about alternative digital services, whilst supporting with banking queries
- Be self-motivated with high levels of accuracy and attention to detail
- Be professional and switched on for our customers but, also, your own progression
- Split your working week between home and fd HQ (Leeds or Hamilton), where you can grab a Starbucks with your team
Benefits
- Subsidised OFSTED Outstanding rated onsite nursery
- Regular health and wellbeing events, annual check-ups and fast track GP appointments for you and your family
- On-site traders and markets
- Competitive maternity, paternity, shared parental, and adoption leave policies
- Up to 2 paid community days each year
- Development programmes and career progression opportunities as part of HSBC Group
Our working patterns and shifts can vary with the possibility of weekend and/or late working. Our lines are open 24/7/365 and working hours can fall between 6am and 1am. Maximum shift length is 9 hours, with a minimum 11-hour gap between shifts. Our full time roles are 35 hours per week over 5 or 4 days, on a hybrid working basis.
Training will be office based, where you’ll meet other new starters and be fully supported to join your team of other amazing people people.
This is a full time position that requires you to work 35 hours per week. Please note if you are on a student visa that does not allow you to work 35 hours per week, unfortunately, we will not be able to progress your application. Please be aware applications are open to all UK residents over the age of 18 currently with a valid right to work in the UK, we are unable to offer sponsorship for this role.
*includes national bank holidays **UK Learning Awards 2022 Gold winner ***excesses apply
Required Documents
- CV/Resume
- Cover Letter
Application Process
APPLY NOW to join a reputable banking firm
Application Deadline
Open until filled