Call Centre - Customer Support Representative (Q326G)

Role Overview

We are looking for Customer Support Representatives who reflect our core values-empathy, integrity, and a commitment to doing what's right for the customer. In this role, you'll support customers seeking clarity, reassurance, and helpful guidance, especially those experiencing financial difficulty.

Key Responsibilities

• Speak with customers about their financial situation and provide tailored solutions such as affordable repayment plans.
• Make and receive calls to/from customers, managing various accounts including car finance, bank accounts, credit cards, loans, catalogues, mortgages, and mobile phone debt.
• Investigate details in regard to customer debt.
• Deliver personalised, transparent service that reduces overall customer debt.
• Ensure delivery and compliance with all outcomes and activities under the Consumer Duty regulation, driving fair outcomes for customers.
• Work 40 hours per week with scheduled shifts: Monday Friday 08:00-19:00, Saturday 08:00-14:00.
• Work hybrid: office based for an 8 week induction and thereafter as needed, then a hybrid pattern of home and office.

Qualifications and Experience

• Customer service experience, either face to face or call centre based.
• Excellent communication skills and ability to listen, respond with care, and communicate confidently.
• Positive attitude, self motivated, and capable of making decisions and connecting with people from all walks of life.
• Proficiency in using various systems and accurately reflecting conversations and outcomes.
• Experience dealing with sensitive or challenging conversations, including complaints, and resilience to bounce back.
• Good numeracy and English literacy skills to explain financial products and solutions.
• Previous call centre experience is not required.

Benefits and Compensation

• Competitive base salary of £28,163.20, with OTE up to £32,387.68.
• Monthly bonus based on performance.
• 33 days holiday, including bank holidays, with the option to buy back or sell back days.
• Extra day to celebrate your birthday.
• Hybrid work pattern mixing home and office.
• Participation in gadget schemes.
• Contributory workplace pension scheme.
• Private medical insurance and life assurance.
• Discounts on gym memberships, cycle to work programmes, and a 24/7 employee assistance programme.
• Breakfast and snacks provided in the office.

Additional Information

Work will be office based for an initial 8 week induction and some period thereafter. Hybrid work will be discussed individually once you have gained confidence in your role.

Equal Opportunity Statement

We encourage applicants from all backgrounds and are an equal opportunities employer, authorised and regulated by the Financial Conduct Authority. We will conduct credit, fraud, criminal record, right to work and reference checks as part of our pre employment screening. Applicants must not be bankrupt and must not have excessive default balances; any outstanding debt will be considered on a case by case basis. If you need a reasonable change to enable your application, please contact us prior to the closing date.