Customer Service Agent

Customer Experience Agent

We are looking for a Customer Experience Agent to join our dynamic team and support customers over telephone and other channels in our multi‑channel contact centre.

Key responsibilities include:

• Handling customer inquiry phone calls and resolving issues in accordance with agreed SLAs.
• Providing technical support and troubleshooting assistance regarding our products and services.
• Guiding customers toward self‑serve alternatives and explaining new channels.
• Maintaining accurate customer records and documentation in the database.
• Working 2 days per week from our Manchester office (XYZ Building).
• Communicating clearly and effectively to understand customer needs and propose solutions.
• Escalating complex matters to other departments and contributing to process improvement.
• Collecting and sharing customer feedback to improve product, service and processes.
• Adhering to company policies, regulatory guidelines and quality assurance standards.

Essential skills and experience:

• Proven call‑centre experience in a dynamic environment.
• Background in financial services to handle sensitive customer contexts.
• Excellent verbal communication skills, empathy, listening and handling vulnerable customers.
• Adaptability, thriving in fast‑paced, change‑prone situations.
• Strong organisational and time‑management abilities.
• Comprehensive customer journey knowledge.

Benefits

• Competitive salary and potential annual bonus.
• Pension contributions, salary exchange facility.
• Private medical cover.
• 25 days annual leave (FTE) plus UK bank holidays (plus an additional day for each full year worked up to 30 days).
• Birthday off each year.
• 4× life insurance coverage.
• Option to join company health insurance programme via Vitality.
• Employee assistance programme.

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