The Customer Support Representative will engage with customers experiencing financial difficulties, providing tailored solutions such as affordable repayment plans. This role involves managing customer accounts across various financial products and ensuring compliance with Consumer Duty regulation while delivering empathetic, customer-focused service at Call Centre - Financial Assist Associate (Q226G).
What You'll Do
- Speak with customers who could be experiencing financial difficulty about their financial situation and provide tailored solutions, such as an affordable repayment plan.
- Make and receive calls to/from Customers, managing a variety of customer accounts such as car finance, bank accounts, credit cards, loans, catalogues, mortgages and mobile phone.
- Investigate the detail in regard to customers debt.
- Provide personalised and customer focused service by being transparent and delivering tailored solutions for each customer to reduce overall customer debt.
- Responsible for ensuring the delivery and compliance with all outcomes and activities held within the Consumer Duty regulation, driving fair outcomes for customers.
- Work 40 hours per week.
- Be scheduled for a range of shifts during operating hours: Monday to Friday from 08:00 to 19:00, and Saturdays from 08:00 to 14:00.
- Commute to the Glasgow office, as the role is hybrid and requires office-based work during induction (circa 8 weeks) and for a period after to build team relationships and confidence before transitioning to hybrid working.
What We're Looking For
- Fantastic with people, as you will be the first point of contact for customers.
- Positive attitude, self-motivated, enthusiastic individual ready to make a real difference.
- Excellent communication skills and ability to help customers.
- Able to use different systems, accurately reflecting conversations and outcomes.
- Able to deal with sensitive/challenging conversations along with complaints and have the resilience to bounce back from them.
- Good numeracy and English literacy skills to help break down complexities around financial products and solutions for clear customer communication.
- Must not be bankrupt, have any outstanding county court judgments on your credit file, or have excessive default balances.
- Any outstanding debt will be considered on a case-by-case basis.
- Must pass credit, fraud, criminal record, right to work, and reference checks as part of pre-employment screening.
Nice to Have
- Customer Service experience, whether face to face or in a call centre environment.
- Enjoy making decisions and connecting with people from all walks of life.
Benefits & Compensation
- Competitive starting base salary of £28,163.20 with OTE up to £32,387.68 (bonus paid monthly, subject to performance).
- 33 days holiday including bank holidays, with the ability to buy more/sell back.
- Participation in gadget schemes.
- Access to a contributory workplace pension scheme.
- An extra day to celebrate your birthday.
- Fantastic hybrid work pattern where you can work a mixture of home and office.
- Structured and continuous training.
- Weekly coaching for personal development/progression.
- Employee recognition programmes to help you grow in your career.
- Access to private medical insurance.
- Life assurance.
- Discounts on gym memberships.
- Cycle to work schemes.
- 24/7 employee assistance programme.
- Sociable working hours.
- Breakfast and snacks provided in the office.
Work Mode
Hybrid role based in Glasgow, requiring office attendance during induction (circa 8 weeks) and for a period after to build team relationships and confidence, before transitioning to a hybrid working pattern based on individual confidence and discussion.
We are an equal opportunities employer. We encourage applicants from all backgrounds to apply. If a person with disabilities is put at a disadvantage, we have a duty to make reasonable changes to our processes. We are authorised and regulated by the Financial Conduct Authority.
