Customer Experience Consultant

Specialist Admin

Ref: 1011Friday 9 August 2019

Customer Experience Consultant

Central London (near Chancery Lane station)

Up to £23-26k (depending on experience) + bonus/benefits

We are delighted to offer a unique and exciting opportunity to join a dynamic, innovative and fast-growing company within the Innovative Finance sector. If you are truly customer-focussed and want something different to the stuffy, corporate environment of the Square Mile, then this role is an exciting opportunity for you.  

The role would suit someone with at least two years’ experience in a fast-paced Operations environment, preferably within the financial sector. We would be particularly interested in someone from an unsecured credit background.  

The role

  • Advising a broad range of clients on the features of our products via email and phone
  • Identify opportunities to improve our customer experience
  • Take ownership of any issues our customers may raise, including working with internal stakeholders to ensure a positive outcome for all parties
  • Ensuring compliance to FCA guidelines at all times, including Treating Customers Fairly
  • Manage customers who are resistant to agent contact by remaining polite, tactful, honest and firm
  • Contribute to the effectiveness of existing Collections, ISA Management and AML/KYC functions
  • Achieve Customer Experience targets (OKR's) as well as striving towards improving the journey of our customers, employees and yourself
  • Maintain and improve our reputation for game-changing customer experience

 Skills and experience required:

  • At least 2 years of experience in an Operations/Contact Centre environment (essential)
  • Impeccable spoken and written English skills
  • 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 

Reporting to

Customer Experience Manager within the Operations department.

 

Working hours are 37.5-hour week (all applicants must be available to work between 8am - 6pm Monday to Friday and 9am - 3.30pm Saturday on a rotational basis - if required). Initially the working hours will be 9am-5.30 Monday-Friday

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, share options, bonus up to 10%, medical cover and 21 days annual leave (increasing to 25 with service), monthly socials, flexible working hours 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.