Retailer Support Advisor

Retailer Support Advisor

“Supporting our retail partners to deliver outstanding customer experiences.”

At Castle Trust Bank we pride ourselves in being a fintech challenger bank, providing specialist property mortgages, retail finance lending and savings accounts to a variety of customers.

Our Retail Finance division, Omni Capital, partners with retailers nationwide to provide their customers with flexible, innovative credit solutions. Using state‑of‑the‑art technology, we enable customers to spread the cost of their purchases while delivering a seamless experience for our retail partners. We’re now looking for talented individuals to help drive the continued success of Omni.

What you’ll lead and deliver:

As a Retailer Support Advisor, you’ll join our Operations team, playing a key role in supporting our retailer partners and the wider Omni business.

You’ll be responsible for handling retailer enquiries, supporting onboarding and training processes, and managing a range of operational activities that underpin our retailer relationships. Acting as a vital link between Retailer Operations, Operations Management and the Omni Account Management Team, you’ll ensure retailers receive a high‑quality, responsive service at all times.

You will:

• Act as the first point of contact for retailer enquiries
• Support retailer onboarding, training and ongoing operational requirements
• Handle retailer application enquiries and act as the first point of escalation for customer claims
• Provide day‑to‑day retailer servicing support, including: IT access and login support, Navigation of the Omni retailer portal, Payments and transactional queries
• Liaise closely with the Omni Account Management and Operations teams to ensure smooth retailer support
• Maintain accurate records and ensure high standards of service delivery

This is a full time role based in Basingstoke 5 days a week.

What you’ll bring:

We would like an individual who brings a strong customer‑focused mindset and a professional, approachable manner.  In addition you will have the following experience

Essential

• Previous experience in a customer service or support role
• An excellent telephone manner
• Strong communication skills, both written and verbal
• High attention to detail and accuracy
• The ability to manage changing priorities while maintaining service quality

Desirable

• Experience within retail finance or financial services
• Commercial awareness and an understanding of client relationships
• Knowledge of the Consumer Credit Act (highly advantageous)

Why join Castle Trust Bank?

• Competitive salary
• Performance bonus (based on individual and company performance)
• Generous contributory pension through Hargreaves Lansdown
• Life Assurance
• 25 days’ holiday + option to buy/sell 5 days
• Additional paid volunteering day
• Private healthcare through Equipsme (includes cash back for Dental and Optical treatment)
• Free access to BHSF Rise EAP to support colleague health and wellbeing
• Gym discounts
• Season ticket travel loans (if applicable)
• A supportive, inclusive culture where your work has real impact

Caught your attention? If so, we’d love to talk to you and tell you more about what it’s like to work at Castle Trust Bank - The Place To Work!

Castle Trust Bank is an equal opportunity employer where we celebrate diversity and are committed to creating an inclusive environment for all our colleagues to thrive. We welcome applications from all and will not discriminate against any status/characteristic protected by law and will always base our decisions on merit.

We are proud to support people with disabilities and are committed to be a Disability Confident employer. If you are a person with a disability and meet the minimum criteria for the role you will be offered an interview. Should you require any reasonable adjustment to support you in your application for one of our opportunities, please contact talent@castletrust.co.uk

https://www.castletrust.co.uk/careers/who-we-are