Customer Experience Agent - Complaints London, England
Job description
About Jaja
Our Mission: To be the UK’s Digital Lender of Choice
Our Company Values: Collaboration, Excellence, Innovation, Empathy, Passion
Jaja is an innovative UK based consumer finance business, leading initially with a digital credit card launched in 2018, and a pipeline of consumer finance solutions in the making.
We are on a mission to redefine the consumer finance experience and liberate customers from needless complexity, wasted time and frustration. Or as we say it, Make Simple.
We will delight our customers – making the customer experience simpler, more enjoyable, more intelligent – treating customers fairly and giving them more control of their money.
Why join us?
This is a chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever.
We have a collaborative team structure fuelled by an exciting mix of people, welcoming experienced people from the industry with both feet on the ground and tech-savvy dreamers who pave way for the new stuff. Come as you are and be yourself!
Description of the Business Unit
The Operations team is responsible for making sure that Jaja customers receive fantastic service in a simple, efficient and effective way. We do this by developing strong working relationships with our technology suppliers and 3rd party suppliers, being knowledgeable about our business, and having a passion for delivering great customer service. We relentlessly look for improvements in the way we run our business.
This Operations centre will be responsible for managing more complex processes from across the customer journey, along with complaints. They will support our customers through the more challenging times ensuring that we not only offer the right support but minimise customer attrition ensuring they feel confident in our brand.
Purpose of the Role
You will form part of a team supporting customer service calls, Web Chat and Social Media along with providing support with overflow of complex Back Office processes. Driving performance to ensure SLA’s are met, we deliver a strong customer experience whilst being sure we meet our regulatory commitments. Handling customer complaints from end to end journey, writing bespoke final response letters in line with FCA guidelines.
To manage a breadth of complex processes from across the customer journey including; general customer service, post charge off, fraud & financial crime, payments, complex servicing and proactive, positive engagement with customers in order to deal with any queries or issues they may have.
Using excellent problem-solving expertise, you will be required to resolve issues experienced within the above processes. Whilst many of these will be supported with processes and procedures it is also expected that on occasions tenacity will be required to develop the right process to drive the required outcome.
Where customer engagement is required you will require strong communication skills, making use of various methods of communication available to manage this effectively throughout.
In accordance with process you will need to work to agreed SLA’s and work with your Team Manager to make recommendations to improve processes.
Given the nature of our company, innovation and change is at the heart of what we do, as such there is a great opportunity to innovate and be at the forefront of change. This provides a great opportunity for self-development whilst driving forward this new Operation.
What’s the opportunity?
You will work in a dynamic fast paced environment, delivering a significant change agenda for a business that is shaking up the Consumer Finance industry. Working with a passionate set of colleagues who excel at delivery you will have a varied and interesting portfolio of activity that is not constrained by the status quo.
Key Accountabilities:
- Managing the customers through our complaints lifecycle, end to end, to ensure successful resolution of complaints to reduce escalations to the FOS in line with FCA guidelines
- Handling customer enquiries via webchat, email, telephone and letter to the highest of standards.
- Providing a range of complex processing and administrative activities, to provide our customers with an efficient service.
- Manage Social Media interactions with customers, with the specific goal of improving the companies online presence, reputation and associated scores.
- Problem Solving and adapting to the ever-changing environment and reacting quickly to meet challenges.
- Manage a variety of different workloads and processes, at any one given time from across the entire customer journey. Generating original solutions to problems.
- Maintaining all customer data, other records and reporting to the highest degree of accuracy within company guidelines and regulatory standards.
- Proactively collate and share customer feedback across the business to improve the Jaja offering, core processes and procedures and the service customers receive.
- Own any identified procedural or technical issues through to resolution.
- Suggesting, supporting and potentially delivering process and technological improvements.
- Always delivering exceptional customer experience.
- Support the Team Manager with the day to day management of workflow, performance and delivery against SLA’s when required.
- Work hand in hand with our clients & suppliers ensuring a smooth customer journey.
- Meet quality requirements to deliver compliant processes and a great customer experience.
- Fostering an environment of teamwork to ensure that all services are delivered on time and company goals are met.
- Problem Solving, adapting to the ever-changing environment and reacting quickly to meet challenges.
- Maintain knowledge of all products and services offered and keep informed of new or changing developments, products, services or ideas which would affect operations.
Essential skills and Experience
- Experience of call centre environments.
- Experience of managing customer complaints
- Experience working in financial services sector.
- Strong communication and stakeholder management skills.
- Evidence of delivery and execution focus within a demanding environment whilst managing conflicting priorities.
- Experience of working in a fast-paced changing environment.
- Experience of working with key technology such as credit card processing platforms, along with use of varied customer contact solutions.
- Organisational and time-management skills.
- Experience of working across the customer journey.
- Technology/optimisation and automation focused.
- Availability for shift work within our teams operating hours (8am-8pm Monday to Saturday)
What's in it for you?
- Bonus scheme
- 4x Life assurance cover
- 25 day holiday yearly allowance plus UK bank holidays
- Private health care
- Annual Salary Review
- Pension
- Employee Assistance Programme
