Customer Service Agent

Customer Experience Agent

You will join a dynamic team of Customer Experience Agents, supporting customers over the telephone in our multi‑channel contact centre. You will provide exceptional support across all platforms, manage incoming calls, address customer inquiries and resolve issues within agreed service levels, and work with your manager to recommend process improvements.

Key Accountabilities

• Efficiently handle incoming calls, resolving customer inquiries and providing accurate information about products and services.
• Identify solutions and explain alternative channels to enable customers to self‑serve.
• Quickly address customer problems, complaints and queries at the first point of contact, ensuring a positive experience.
• Provide technical support and troubleshooting assistance regarding products or services.
• Maintain and update customer records in the database, ensuring accurate documentation of interactions.
• Communicate clearly and effectively with customers to understand needs and provide appropriate solutions.
• Collaborate with team members and other departments to escalade complex issues and improve service delivery.
• Gather and share customer feedback to help improve products, services and processes.
• Adhere to 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.
• Solid background in the financial services sector.
• Exceptional verbal communication skills – empathetic, a good listener, able to handle calls with vulnerable customers.
• Adaptability: thrives in fast‑paced, ever‑changing environments.
• Strong organizational and time‑management skills.
• Comprehensive experience across the entire customer journey.

What’s In It For You?

• 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.

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