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Job description

Main Purpose of the Role: The main focus of the Customer Service role is to assist our customers with any queries or concerns they may have regarding their account and to ensure we are finding and reaching the best possible outcome for them. This includes assisting customers through all forms of communication including Calls, Emails, LiveChats and Letters.

Benefits

• Working within a newly refurbished dedicated office space with onsite employee gym.
• On site parking
• Central Line Train station within one-minute walk with quick access to Central London.
• Close road links to M11/M25/A406/A12 and London.
• Breakout space including games tables/machines
• Social events
• Pension Scheme
• Healthshield (health cash back scheme and counselling services).
• 28 days annual leave, incl. Bank Holidays, per annum, with an additional day per year of service (capped at 33 days).
• Eye Test / Glasses reimbursement scheme.
• Various team and personal reward incentives.

Main Duties and Responsibilities

Our aim is to provide the best possible customer service to each and every customer, which includes;

• Answering all customer queries via LiveChat, Phone, Email and Letter.
• To achieve your individual daily targets as set by your Team Leader.
• Dealing with customers minor complaints in a quick and effective way, ensuring the outcome is in the best interest of both the customer and the company.
• Answering queries from customers that are at new loan or reloan application stage, to help them proceed with their application in a timely manner. This includes funding loans by Email and LiveChat.
• Answering queries from customers that have a future payment due or that are overdue in paying their loan.
• Assisting customers that are in financial difficulty and unable to pay their loan, including vulnerable customer’s.
• Handling customers Refund’s and Cheque’s.
• Updating customer accounts accordingly with all the information received from any form of communication.
• Work to continually improve on the quality of Live Chats, Emails and Calls, always ensuring treating customers fairly is at the heart of all communications.
• Work within the quality assurance guidelines and carry out the standard compliance checks.

This is a summary of the role and the employee is expected to undertake additional ad-hoc duties

Person Specification /Skills/Education and Attributes:

• GCSE grade C or above in English and Maths (or equivalent)
• Confident telephone manner - Experience in telephone work is desirable
• Strong written, listening and verbal communication at all levels
• Accurate attention to detail
• Ability to manage own workload and meet Company targets
• Work as an effective team member
• Excellent customer service - ability to provide solutions
• Computer literate
• Excellent administrative skills
• You must act with integrity.
• You must act with due care, skill and diligence.
• You must pay due regard to the interests of customers and treat them fairly.
• You must observe proper standards of market conduct.

Job Type: Full-time

Salary: Up to £24,000.00 per year

Benefits:

• Company events
• Company pension
• Discounted or free food
• Gym membership
• On-site parking
• Private medical insurance
• Referral programme

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Loughton, IG10 3TQ: reliably commute or plan to relocate before starting work (required)

Education:

• GCSE or equivalent (required)

Experience:

• customer service: 1 year (preferred)

Work Location: One location