Customer Service Advisor Leeds, England
Job description
Are you looking for a customer service role that doesn't involve working evenings or weekends? Are you someone who gets great job satisfaction from helping customers find a solution to their queries? Do you like the thought of joining other new starters as part of our training academy where we provide you with the tools and support to succeed?
If your answer is 'yes' to all of these, keep reading.
Want to know a little about us?
At Novuna Consumer Finance, we provide fast, flexible finance solutions for some of the UK's biggest retail brands. Whether customers are buying furniture for their new home, an important piece of jewellery, or home electrical goods, we're passionate about delivering phenomenal customer experiences.
We're proud to be a Top 50 Inclusive employer, and we're number 15 in Glassdoor's Top 50 Employer list.
Our working hours
Our contact centre is open Monday – Friday 8.45am - 6.30pm, as a full-time Advisor you'll be working 37 hours per week during these timeframes. We offer a hybrid working approach, with the flexibility to work from home and a minimum of 1 day per week from our modern office in the centre of Leeds.
What does the role involve?
In this role you'll be the first point of contact for our customers and will be providing an exceptional customer experience at all times, whatever the situation. Making sure we achieve the right outcomes for our customers by showing empathy and understanding is key. You will be joining an award-winning team who celebrates and promotes success, allowing you chance to shine and grow within your career.
Some of your key duties will include:
- Dealing with a wide range of queries via inbound and outbound calls or through our digital channels
- Understanding our customers financial situation, discussing payment options, agreeing payment plans, and providing solutions to help customers get back to financial health
- Speaking to customers that may be experiencing financial difficulties or find themselves in vulnerable financial situations, andworking through how we can best support them
- Dealing with complaints at the first point of contact and finding resolutions to problems
What are we looking for?
This role would suit someone who has experience in dealing with customers who have complex needs. You are loyal, dedicated and passionate about a career in financial services, with a keenness to develop your knowledge of our products and services in order to best support our customers.
Also, we're looking for the following:
- Great listening and good communication skills with the ability to empathise with customer needs, especially those in vulnerable situations
- A team player who enjoys working towards targets
- Passionate about delivering exceptional experiences for our customers
- A resilient and a calming nature, with the ability to handle difficult situations
What can we offer you?
At Novuna we take our people promise seriously. If you join us, you'll have a chance to make a difference, opportunities to learn, and time to shine.
In addition to a market-benchmarked salary our offer to you includes:
- Annual bonus scheme of up to 15% of your annual salary
- 25 days' holiday, plus bank holidays and the option to buy/sell 5 days
- Up to 10% employer pension contribution
- Full wellbeing package including BUPA, digital GP service, 24/7 employee assistance, plus wellbeing events throughout the year
- Discounts on tech, health and fitness, shopping and more!
What's the next step?
Interested? Start your application today and see what Novuna can offer you.
The application process consists of 3 stages:
- An initial online customer service assessment - designed to see how you would respond in situations where customer service skills are required
- A video screen – this is your opportunity to bring your CV to life and tell us why you want to join the Novuna team
- A face to face interview – we treat our interviews as a 2 way conversation where we find out more about you and importantly you find out more about us. Coming in to meet us is a great way to feel the culture of Novuna!
Interviews will be scheduled for the weeks commencing 28th August and 4th September. The start date will be Monday 9th October 2023.
Novuna is a consciously inclusive employer, and we encourage applicants from all backgrounds.
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