Customer Service Agent - Finance - National Trust : Job Details

We're looking for a Customer Service Agent to join our Finance Service Centre team at Epsom Court. The helpdesk is a key point of contact for the Finance Service Centre at the National Trust. In this role, you'll play an essential part in delivering exceptional service, helping to resolve financial queries from both internal and external stakeholders. 

Internally, you'll be known as FSC Helpdesk Clerk.

Our Finance Service Centre manages all financial transactions for the National Trust. This essential function is key to delivering exceptional service and supporting our core purpose of caring for special places. It's incredibly fulfilling to be part of something so vital, and we take great pride in that. For us, it’s not just about going the extra mile—it’s about truly believing in our mission.

Your contractual location will be Epsom Court in Trowbridge and there’ll be an expectation for you to attend the office. However, there’s flexibility on where you’re based at other times. You’ll be required to work at a National Trust location for 40-60% of your working week. This’ll be discussed in more detail at interview.

The primary focus of this role is managing the telephone and email answering system and responding to queries from suppliers, properties, and central staff. You'll need to navigate our financial systems to address questions about payments. You'll develop a thorough understanding of our procedures and the ability to handle challenging calls with tact and confidence.

As part of the Customer Service team, this role will involve working with both the Unit4 ERP and NAV systems. There'll also be opportunities to contribute to projects and participate in system testing.

You can view the full role profile for this role in the document attached. You don't need to have all the knowledge, skills and experience listed; this is just to provide a full picture of what’s possible in this role. 

We’d love to hear from you if you're: 

• Experienced within a similar customer service setting and willing to learn.
• Confident with mathematics including percentages. 
• A skilled communicator both written and verbally.
• Confident in working in a fast-paced and high-volume environment with great attention to detail

The National Trust has the motto ‘For everyone, for ever’ at its heart. We’re working hard to create an inclusive culture, where everyone feels they belong. It’s important that our people reflect and represent the diversity of the communities and audiences we serve. We welcome and value difference, so when we say we’re for everyone, we want everyone to be welcome in our teams too.

•Substantial pension scheme of up to 10% basic salary

•Free entry to National Trust places for you, a guest and your children (under 18)

•Rental deposit loan scheme

•Season ticket loan

•EV car lease scheme 

•Perks at work discounts such as gym memberships, shopping discount codes, cinema discounts

•Holiday allowance up to 32 days relating to length of service, plus holiday purchase scheme, subject to meeting minimum criteria.

•Flexible working whenever possible

•Employee assistance programme

•Free parking at most Trust places

Click here to find out more about the benefits we offer to support you.