Customer Experience Advisor

Do you thrive supporting and helping others? Fancy joining an award‑winning customer‑obsessed team? Don't want to work weekends…? No problem! If your answer is 'yes' to all of these, keep reading.

Who we are

From interest‑free credit to Buy Now, Pay Later, over 3,000 leading retailers trust us to provide fast, flexible and responsible finance solutions for their customers. At Novuna Consumer Finance, we offer finance for lots of life's key purchases, including home furnishings and improvements, special jewellery, leisure services, healthcare, as well as electronics and appliances.

What you'll do

As a Customer Experience Advisor, you will serve as the primary point of contact for our customers through multiple communication channels, including phone and email. Some of our customers may be experiencing financial difficulty and your role will be to help decide how we can best support them, ensuring they feel satisfied with our service. You will be discussing payment options, agreeing payment plans and providing solutions to help customers get back to financial health.

Our contact centre is open Monday – Friday 8.45am – 5:15pm, and as a full‑time Customer Experience Advisor you'll be working 37 hours per week during these timeframes.

You'll also

• Actively listening to customers to understand their needs, answer their questions, and resolve any issues to their satisfaction
• Becoming a subject matter expert of our products and services to be able to best support customers, offering guidance and showing understanding
• Working collaboratively with the wider team to always ensure fair customer outcomes are met
• Dealing with customer complaints and finding resolutions to problems, displaying empathy at all times

What you'll bring

You are positive and enthusiastic, with a friendly and upbeat demeanour when interacting with our customers. You are comfortable working in a fast‑paced environment, with the ability to adapt and adjust your approach to different situations accordingly. You have strong problem‑solving skills and can think on your feet when it comes to resolving customer issues and handling difficult situations in a calming nature.

You'll be a great fit if you

• Are computer literate and able to pick up new systems with ease.
• Have a customer‑centric mindset to deliver exceptional service and create positive experiences for customers.
• Have excellent interpersonal skills including verbal and written communication.
• The ability to handle difficult and challenging situations with empathy and professionalism.
• Are a trustworthy team player who is able to build rapport quickly.

What's in it for you?

Our benefits package is designed with flexibility in mind, allowing you to customise it to meet your unique needs. Whether you're focused on your health, financial security, or simply want to enhance your lifestyle, we offer a variety of options to support you.

Our offer to you includes

• An excellent bonus scheme
• Hybrid working
• 25 days holiday, plus bank holidays and the option to buy/sell 5 days
• Full wellbeing package including BUPA, digital GP service, 24/7 employee assistance, plus wellbeing events throughout the year

Next steps

• Customer‑focused questionnaire – designed to help us best understand you and the approach you take when dealing with customers
• Recorded video – asking why you want to be a Customer Experience Advisor at Novuna and looking for some great examples of excellent communication, where you have shown empathy, resilience and adaptability in previous roles
• Face‑to‑face interview and written exercise – coming in to meet us and is a great way to feel the culture of Novuna and ensure that the role is exactly what you were hoping for, whilst also assessing your written communication and potential to work within our company values of Harmony, Sincerity and Pioneering Spirit

Interviews will be taking place Tuesday 2nd June – Wednesday 3rd June – Thursday 4th June. The start date will be Monday 6 July 2026.

Being yourself

At Novuna, we're a Disability Confident Committed employer, dedicated to creating an inclusive workplace where everyone can be themselves and thrive. If you need any adjustments to support you during the recruitment process, please reach out to us directly.

Please note

This vacancy may close earlier than the advertised closing date if we receive a high volume of applications. We encourage you to apply as soon as possible to avoid disappointment.

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