Customer Service Agent

Customer Experience Agent

Location: Manchester office, 2 days a week (XYZ Building 2, Floor 1, Suite 5, Hardman Boulevard, M3 3AQ). Please only apply if you can meet this requirement.

Key Accountabilities:

• Handling Customer Inquiries: Efficiently manage incoming calls, resolve customer inquiries, and provide accurate information about 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 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 escalate 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, good listener, able 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 consumer finance industry.
• Competitive salary.
• Pension contributions, including salary exchange facility.
• Annual bonus potential.
• Private medical cover.
• 25 days annual leave for full‑time employees plus UK bank holidays (with an additional day added for each full calendar year worked, up to a maximum of 30 days).
• Birthday off each year as an additional day’s leave.
• Four‑fold life insurance cover.
• Option to join the company health insurance programme, provided by Vitality.
• Access to a confidential employee assistance programme.

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