Customer Service Agent

Customer Experience Agent

This role requires being in our Manchester office 2 days a week, so please only apply if you're comfortably able to meet this requirement (XYZ Building 2, Floor 1, Suite 5, Hardman Boulevard, M3 3AQ).

You will join a dynamic team of Customer Experience Agents, supporting customers over the telephone in our multi channel contact centre. By fostering a culture of continuous learning and adaptability, we empower our agents to provide exceptional support, no matter the platform. If you're passionate about delivering outstanding customer experiences and thrive in a dynamic environment, we want you on our team! High levels of customer engagement are required so you will need excellent communication skills, making use of various methods of communication available to manage this throughout every interaction. In accordance with process, you will need to work to agreed SLA's and work with your Team Manager to make recommendations to improve processes.

Key Accountabilities

• Handling Customer Inquiries: Efficiently manage incoming calls resolving customer inquiries and provide accurate information about our products and services.
• Supporting Customers: Identify solutions and explain alternative channels to enable customers to self serve.
• Resolving Issues: Quickly address customer problems, complaints, and queries at the first point of contact, ensuring a positive customer experience.
• Providing Technical Support: Offer technical support and troubleshooting assistance regarding our products or services.
• Customer Relationship Management: Maintain and update customer records in the database, ensuring accurate documentation of interactions.
• Effective Communication: Communicate clearly and effectively with customers to understand their needs and provide appropriate solutions.
• Collaboration: Work with team members and other departments to escalation complex issues and improve service delivery.
• Continuous Improvement: Gather and share customer feedback to help improve products, services and processes.
• Adhering to Policies: Follow company policies and regulatory guidelines to ensure compliance and maintain high quality assurance and service standards.

Essential skills and Experience

• Proven Call Centre Experience: Demonstrated success in dynamic call centre environments.
• Financial Services Expertise: Solid background in the financial services sector.
• Exceptional verbal Communication Skills - Empathetic, a good listener, ability to handle calls with vulnerable customers.
• Adaptability: Thrives in fast paced, ever changing environments.
• Organizational Mastery: Strong organizational and time management skills.
• Customer Journey Insight: Comprehensive experience across the entire customer journey.

Benefits

• The chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever
• Competitive salary
• Pension contributions, including Salary Exchange facility
• Annual bonus potential
• Private medical cover
• 25 days annual leave (FTE) plus UK bank holidays (with an additional day added for each full calendar year worked, up to a maximum of 30 days).
• Your birthday off each year as an additional day's leave
• 4x life insurance cover
• Option to join our company health insurance programme, provided by Vitality
• Access to our confidential Employee assistance programme