Senior Customer Service Associate London, England
Job description
About Salary Finance
Working with employers, we provide a financial wellbeing platform as an employee benefit, helping employees to understand their money better, get out of debt faster and save for their future. We already have a reach of over 4,000,000 employees through our relationships with over 600 of the biggest companies in the UK.
By improving employee financial wellbeing, we have a very real and meaningful impact on people's lives. We remove the stress and worry associated with financial difficulties by dramatically reducing the interest rates employees pay on their personal debt, and provide them with the tools needed to start saving sooner and be more financially secure. We are backed by some of the biggest brands, including investments from Blenheim Chalcot (the UK's leading venture builder), Legal and General (the FTSE 100 insurer and asset manager), Experian and Goldman Sacs, and funding partnerships with JP Morgan and Virgin Money.
Launched in 2015, we have made excellent progress, and are scaling fast. We are named BITC's Responsible Business of Year 2018, included in KPMG's Global Fintech 100, listed top of the Forbes' list of socially-responsible startups, and profiled by the Financial Times, the Times, the Wall Street Journal, the Guardian, the Telegraph, CityAM and the Institute of Directors.
Who you are
We embrace our differences but there's one thing we like to share our values, so it's important to us you are:
- fearless, and able to make the impossible possible.
- responsible, and want to help build a business that delivers a meaningful difference to society.
- dedicated and want to commit to an exciting journey even through the highs and lows.
- empathetic and truly care about every colleague and customer.
- united, because you understand we achieve more when we work as a team.
- humble, and take feedback as a way to continuously improve.
Responsibilities
- Customer contact:
- Handle incoming customer calls and emails professionally, providing prompt and accurate responses.
- Actively listen to customers, understand their concerns, and empathise with their situations.
- Utilise company knowledge base, resources, and tools to deliver accurate and consistent information to customers.
- Make outbound calls to customers for follow-ups, issue resolution, and proactive communication.
- Initiate proactive outreach to customers to address potential concerns or provide updates on services.
- Build rapport with customers and maintain a positive, friendly, and professional tone during outbound interactions.
- Respond to customer emails promptly, professionally, and with attention to detail.
- Craft well-written and engaging emails while maintaining a customer-focused approach.
- Ensure all email communications adhere to company policies, guidelines, and brand standards.
- Proactive Problem Solving:
- Proactively identify patterns, trends, or recurring issues from customer interactions and report them to the appropriate teams.
- Suggest improvements to customer service processes, policies, and procedures based on customer feedback and experiences.
- Anticipate potential customer issues and provide preemptive solutions or recommendations.
What's in it for you?
- Competitive salary
- Company bonus scheme
- Regular company socials
- Fast-growing environment
- Career development – no two days will be the same
- Generous company benefits including an industry-leading work-from-anywhere policy, pension scheme, health and life assurance, 25 days holiday, an extra day off on your birthday, subsidised onsite cafe, complimentary fresh fruit, cycle to work scheme, gym discount (with PMI), childcare benefits, flexible working and many other perks!
We're looking for people that will get stuck in and make a difference. We have a great collaborative, entrepreneurial team and are passionate about what we do. If you want to join a team that is changing people's lives for the better then we'd love to hear from you.
Learn more at salaryfinance.com
Salary Finance is proud to be an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive work environment where all employees and applicants can flourish.
