Overview
In this role, you will communicate with business owners daily, answering inbound calls and addressing any questions they may have. You will monitor the support and customer service inbox to ensure that service levels are consistently met. You will also work with various enterprise technology platforms and YouLend's proprietary solutions to process applications and respond to customer queries. Handling complaints and ensuring customer satisfaction is a key responsibility, which involves problem-solving any issues that existing customers may encounter.
Responsibilities
- Communicate with business owners daily by phone, email and chat; address questions clearly and professionally.
- Monitor and respond to inquiries in the support and customer service inbox to maintain top service levels.
- Work with enterprise technology platforms and YouLend\'s proprietary solutions to process applications and respond to customer queries.
- Handle complaints and resolve issues to ensure customer satisfaction; problem-solve and provide solutions as needed.
Requirements
- Exceptional communication and listening skills; able to engage effectively with customers via phone, email and chat.
- Ability to build rapport, show empathy, and ask insightful questions.
- Customer-centric approach; dedicated to delivering top-tier service and a positive experience for every client.
- Ability to remain calm under pressure and handle difficult conversations.
- Problem-solver with a proactive mindset; eager to take on challenges and find innovative solutions.
- Confidence in working independently and deciding when to escalate issues to management or other departments.
- Ability to multitask across different systems while assisting customers.
- 1-2 years\' experience in customer service, support, or related field.
Desirable
- Experience in FCA-regulated business and understanding of regulatory requirements.
- Previous experience with Hubspot and/or Aircall.
Salary & Benefits
Salary: £27,000-29,000 + £4,000 bonus (split quarterly)
Benefits
- Stock options
- Private medical insurance
- EAP with Health Assured
- Enhanced maternity and paternity leave
- Modern office in Central London
- Free gym in the office building in Holborn
- Subsidised lunch via Feedr
- Deliveroo allowance if working late in the office
- Monthly in-office massage
- Team and company socials
- Football power league / squash club
We champion diversity and embrace equal opportunity employment practices. Our hiring, transfer, and promotion decisions are based on qualifications, merit, and business requirements, free from discrimination.
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