As a customer experience manager, you’ll be resolving customer queries within the financial services industry. Your primary focus will be customer service, though you may also be involved in collections. Previous experience in a similar role is essential, preferably within the financial sector, and with a background in complaints handling. Our client is looking for a driven yet flexible individual with a creative approach to problem-solving.
What You’ll Be Doing
  • Handling and resolving complex customer queries and complaints in a timely manner
  • Working individually and as part of a team to communicate with customers through multiple channels
  • Seeking opportunities to maximise efficiency, identifying problems that may arise and suggesting solutions
  • Taking ownership and accountability of your work on a daily basis
  • At times, supporting other areas of the business at short notice. Therefore being flexible and having the ability to adapt to change is essential

What We're Looking For

  • At least two years previous experience working in customer services is a must, handling customer queries and providing an exceptional level of service
  • Experience in financial services would be an advantage, managing overdue customers and preventing them from falling into arrears. You should also have a good understanding of the regulations within the industry
  • An understanding of complaints handling would be beneficial
  • Someone who thinks creatively and innovatively, and is able to apply analytical skills as well as use their own initiative
  • The ideal candidate must have a good standard of education, including excellent computer literacy skills
  • Someone with strong interpersonal, verbal, and written communication skills, with experience speaking via phone and email. You’ll also have experience handling difficult conversations if required
  • An individual with outstanding time management skills, able to work in a fast paced environment
  • You may be expected to support other areas of the business if required, which will allow you to expand your knowledge in the consumer underwriting/personal loan sector

What's on Offer

  • A highly competitive salary
  • The chance for career progression
  • Flexible working options, with two days working in the office to share knowledge and expertise, but flexibility for the other three days
  • The opportunity to work for an innovative company on a mission to increase access to affordable lending
  • A fun and friendly work environment
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