Customer Service Advisor

What you’ll do

The Customer Service Advisor will be involved in the following activities:

• You will be a part of our dedicated team; handling calls from customers, both inbound and outbound in a professional, empathetic, and solution focused way.
• You will be supporting our customers to find and sustainable solutions, by listening, understanding their circumstances and exploring suitable repayment options.
• You will be part of a team and will work hard to achieve your own and the department goals.
• You will provide the best service to all the customers that you speak with, ensuring they are treated fairly, they are listened to, and every effort is made to reach the right solution for their circumstances.
• Accurately update our systems following each individual customer interaction.
• Ensure all interactions align with regulatory obligations, internal policies, and the principles of Consumer Duty always acting in the customer’s best interests

What you’ll bring

• Excellent communication skills with the ability to build trust and understanding quickly.
• Strong IT skills and the ability to use multiple systems accurately.
• Good numeracy skills to assess, calculate, and agree appropriate payment plans where needed.
• Effective multitasking and time management to balance call handling with administrative tasks.
• A proactive, problem-solving mindset, using good judgement to achieve fair outcomes for both the customer and the business.
• A genuine desire to help customers and ensure they are treated with empathy, clarity, and respect.

What we offer

• 33 days holiday (Inclusive of bank holidays)
• Birthday Day off!
• Discretionary annual performance bonus scheme
• Purchase additional holiday scheme of up to 5 days
• Employee Assistance Programme
• Life assurance (4 x annual salary)
• Season Ticket Travel Loans
• Cycle 2 Work Scheme
• Employee referral scheme - £500
• Subsidised cost for eye tests and glasses
• Enhanced Maternity and adoption pay
• Friendly, relaxed atmosphere with modern facilities
• Social events during the year, regularly fundraising for our chosen charities, and have recognition schemes in place that reward our employees for being great team members
• Learning and Development opportunities to help you progress in your career