Customer Service Associate

Overview

At DF Capital, we champion banking for ambition. As an award‑winning provider of commercial finance and savings, we empower depositors and small businesses with financial solutions tailored to fuel their growth. Headquartered in Manchester, our team of over 130 serves thousands of customers across the UK, transforming savings into new opportunities for businesses to thrive. We’re passionate about helping our customers succeed.

As we expand our retail and commercial lending products, we remain committed to meeting their evolving needs and supporting their ambitions every step of the way.

Founded in 2016, DF Capital was born with a focus on distribution finance – providing dealers, distributors and manufacturers with the funding they need to stock, display and sell products without straining cash flow. Since then we have delivered over £3.5bn of funding across diverse sectors.

In 2020 we became a fully authorised bank, extending our offerings with savings products for retail depositors. Our strong customer service consistently achieves high satisfaction scores – our current average rating is 4.8/5 from 1 200+ reviews, earning us a Platinum Trusted Service Award.

Our goal is simple: to be the best bank for our customers and each other. We put customer needs first, continuously improving our proposition based on feedback. We aim to help more customers in more ways while delivering exceptional service.

As part of the Customer Services Team you will support both our savings and consumer lending customers with the Customer Services Manager. You will ensure queries are handled promptly and professionally, demonstrating exceptional customer service skills and strong communication.

• First point of contact with Consumer Lending and Savings customers via phone, email and secure message
• Provide accurate and timely responses, meeting service level agreements
• Assist with account management – payment processing, account updates and general queries
• Collaborate with Lending Operations, Credit, Collections & Recoveries and Change teams
• Handle complaints and track them through to closure
• Maintain efficient and accurate processes, adhering to all required procedures
• Manage early‑stage arrears, helping customers return to track on payments
• Identify and support vulnerable customers, ensuring appropriate care and ongoing support
• Achieve good customer outcomes across the team
• Complete additional tasks requested by the Customer Services Manager as needed

DF Capital is passionate about providing employees with the right training and support to excel. We look for candidates with the right attitude and drive who will thrive in this role.

• Good eye for detail
• Ability to organise and work independently
• Customer Service excellence
• Handling, identifying and supporting vulnerable customers
• Experience in regulated complaint handling
• Excellent written and oral communication skills
• Superior problem‑solving abilities
• Self‑motivated
• Instinctively curious
• Ability to set and manage priorities
• Detail and process‑oriented with a focus on accurate and timely outcomes
• Exceptional service orientation
• Team‑oriented, collaborative, able to motivate others
• Ability to use data to inform and drive decision making

• 10% employer pension contribution
• Private medical insurance for you and your partner/spouse
• 30‑day annual leave entitlement plus Bank/Public Holidays
• Free gym membership
• Discretionary annual bonus
• Discretionary share awards
• Life assurance
• Income protection
• Save As You Earn company share acquisition scheme
• Tax‑efficient salary sacrifice scheme (bicycles, electric vehicles)
• 4 days paid volunteering leave
• Vibrant office location in Manchester city centre

• Entry level

• Full‑time

• Other

• IT Services and IT Consulting