Customer Service Advisor Cardiff, Wales
Job description
Heard of us?
We’re a nimble and ambitious financial services specialist. Backing people to fulfil life’s hopes and dreams; delivering the most compelling customer experience across Banking and Motor Finance.
Now is your chance…
MotoNovo Finance Customer Services team is the central contact hub for our customers. They support our customers with anything they need by delivering first class service and ensuring fair outcomes at all times. We pride ourselves in exceptional service and our passion for helping customers.
Our Customer Services team is dedicated to committing to our blueprint of “Back more people to go for it, in life and business”. The team is at the heart of the business, being first point of contact for all Motor servicing queries.
We pride ourselves on developing individuals in their career to be the best that they can be to support our customers in all aspects, so the queries that you will handle will range from simple to complex offering a diverse yet challenging inbound telephony role. It is important to have a balance of resilience and empathy, and enjoy problem solving to ensure that we deliver a smooth experience for our customers on every contact.
If you are passionate about helping others, and enjoy recognition and reward from customer testimonials and success, then a Customer Service Advisor role at MotoNovo Finance is a strong opportunity for you to enhance your skills and build your career.
Our commitment to your work/life balance:
The working hours for this role are part time at 25 hours a week with a shift pattern between 9.30 until 2.30pm Monday to Friday so you can have weekends off to relax and plenty of flexibility for school runs and pick up. We can also offer flexibility during school holidays as well with condensed shift patterns during term time.
You will be based in our Cardiff Office and you will be able to work a blend of both home and office each week once your initial training period is complete. You’ll be made to feel part of your team by all of your colleagues and have regular contact and virtual interaction whether in office or remote.
What would your day look like?
- Providing exceptional customer service by taking incoming servicing calls in a pleasant contact centre environment.
- Take ownership of customer queries, problem solving and using initiative to encourage first call resolution.
- Recognising and responding to customer complaints in a timely manor, supporting a resolution as effectively as possible.
- Pro-actively seeking to improve processes, procedures and customer experience across all channels.
- Working collaboratively with Customer Operations to support all customer queries.
- Identifying customers who are vulnerable, and supporting the next steps of their journey and support needed.
Essential skills:
- A passion for helping customers from all backgrounds with their queries.
- Have a caring, empathetic and understanding approach to customer queries.
- Resilient and comfortable to handle customer complaints and frustrations.
- Experience in any form of customer service role, evidencing transferrable skills. Working previously in a contact centre is not essential for this role and we encourage all customer service experience to apply.
- A positive attitude to supporting resolutions and change.
- Excellent communication and interpersonal skills
- The use of initiative, attention to detail, problem solving and collaborative working.
- To work as a team and an individual. Taking accountability and having a proactive attitude to your development.
In return, we are proud to offer:
- A part time starting salary of £13,500 with opportunity to progress.
- 30 pro-rata’d annual leave days excluding public holidays.
- Highly flexible hybrid working in our Cardiff City Centre location.
- Monday to Friday 9.30 until 2.30pm working hours, with flexible working options. Overtime opportunities are also available.
- Private Medical & Health Insurance.
- Extensive reward and recognition programme to support career development and recognition for hard work.
- Enhanced parental leave - Up to 4 weeks paternity leave and 24 weeks paid maternity.
- Opportunities to expand skills and knowledge across all operational areas including Dealer and Broker Operations.
- Dedicated time to support your development i.e. Linked in Learning, PDP support.
And of course, you will be compensated competitively, with a good range of core benefits and bonus potential.
Still Curious?
MotoNovo Finance forms an integral part of Aldermore Group, having been brought together with Aldermore Bank, under the First Rand umbrella. Whilst our parent company operates internationally from their HQ in South Africa, we are a UK-based financial services specialist that supports our customers across a range of products and services.
Underpinned by our strategic blueprint, “backing people to fulfil life’s hopes and dreams”, we thrive upon saying “yes” to our customers. Thousands of customers choose MotoNovo Finance every week to buy their next car, van or motorbike.
This is where you come in. We are on a journey. A journey defined by a destination; to deliver on our purpose over the course of the next 3 to 5 years.
Join us today and we will make the same promises to you as an employee, as we do to each of our customers. We value your differences; welcoming applications from all sections of society. We continue to build an inclusive, empathetic and creative environment; where your views and contributions will inspire new ways of thinking.
#backingyoutobringyourbest
MotoNovo Finance is an equal opportunities employer.
We do not accept speculative agency CVs. Any CV received by MotoNovo Finance will be treated as a gift and not eligible for an agency fee. PSL agencies should only send CVs if authorised to do so by Recruitment.
Where a DBS check or CIFAS check is identified as necessary, all application forms, job adverts and recruitment briefs will contain a statement that an application for a DBS certificate or a CIFAS check will be submitted in the event of the individual being offered the position.
Aldermore works in a trusted partnership and is supported by Brook Street (UK) Limited with recruitment. Brook Street will access information collected from you concerning your application under a strict duty of confidentiality, and Brook Street will be in direct contact with you about any application made.
