We are delighted to offer a unique and exciting opportunity to join a dynamic, innovative and fast-growing company within Financial Services. If you enjoy working in a vibrant organisation which embraces data science and are truly customer-focussed but want something different than the usual Banking environment, then this is an opportunity for you. Our client is a fintech consumer lender who are well established (over 6 years old and already lent £200m+) and heading for huge growth over the coming years following significant investment. They have big plans to disrupt and become the dominant force in UK consumer credit using a data-led approach to everything they do.
As part of this growth they are looking to add to their customer excellence team, reporting in to the Customer Excellence Manager. The role would suit someone with at least two years’ experience in a fast-paced telephone based operations environment, preferably within the financial sector. We would be particularly interested in someone from an unsecured credit background.
The role
- Answering phones from customers professionally and responding to customer queries
- Providing best in market service to all our customers delivering great customer outcomes
- Providing customers with product information
- Identifying, escalating priority issues and reporting to Customer Experience Manager
- Routing inbound calls to the appropriate teams
- Following up complicated customer calls where required
- Completing call notes and call reports in a precise and compliant manner
- Assisting with email and social media enquiries
- Identifying concerning quality or service trends from inbound calls
Key Objectives for the role
- Reducing email response time & increasing customer service effectiveness
- Achieve team targets for abandonment rate and time to answer (though these are the only call centre type targets)
- Achieving exceptional quality audit results via the telephone and via email
Skills and experience required:
- At least 2 years of experience in a telephone based Customer Service environment (essential)
- Good negotiation/objection handling skills
- Can relate to people from a variety of different backgrounds
- Can receive and provide feedback in a fast-paced environment
- Constantly question everything you/we do (ask why)
- A drive to succeed and a thirst to learn something new
- Be persuasive, persistent and self-motivated, but show empathy, assertiveness, tact and resilience
Working hours are 37.5-hour week (all applicants must be available to work between 8am - 6pm Monday to Friday). Whilst everyone is working from home currently, the longer term expectancy is a minimum of 3 days in the office, so 2 from home.
In return, you will be working in a progressive and dynamic environment (no more suits, high praise for innovation, tight-knit and engaged team) and rewarded with a fantastic benefits package including a matched contribution pension, private medical cover and 25 days annual leave, monthly socials (when back in the office!), as well as a highly competitive salary. If you really want to make a difference to an organisation rather than be a very small cog in a giant machine, then apply now.