Location
Nottingham
Department
Customer Service
Advertising Salary
£18,500 + Benefits

About The Role

We are a well-established, innovative and customer focused consumer finance business: we're growing our Customer Service team and have excellent opportunities available for people who share our passion and commitment to providing a friendly personal service to our customers.

Working from both your own home and from the office, you will be the first point of contact for our customers and will take ownership for resolving a variety of customer queries received by multiple channels, including writing, webchat and social media, and ultimately contributing to delivering a first-class customer service. 

Joining Shelby Finance as a Customer Service Advisor is an excellent opportunity to be part of a team that offer clear career development schemes which empower and reward our people for their performance and for providing a friendly and personal service to our customers.

To help you feel at home from the minute you join us, we will invite you to our in-house induction program, which will help you to understand our business and our people in a fully supported environment.  Once you are confident and familiar with how we do things, we will set you up to work from home. All interviews and hiring practices will take place online.

 
Key Responsibilities
  • Manage a mix of emails, multiple webchats, secure messaging systems and outbound calls covering the whole customer journey from loan acquisition to supporting customers payment plans working with both internal and external contacts
  • Build positive customer relationships through use of personalised interactions
  • Resolve all customer enquiries at the first point of contact
  • Ensure all information obtained through customer communication is accurately logged
  • Maintain internal customer relationships
  • Meet Contact Centre standards, KPI’s and service levels
  • Contribute to the department’s success of achieving service levels
  • Contribute ideas for the overall improvement of the service we offer to customers
  • Ensure the day-to-day delivery of the six defined fair customer outcomes across all business functions
  • Ensure compliance with policies and procedures
  • Adhere to professional conduct standards
  • Adhere to company policies and procedures
  • Embrace and implement a culture that places the customer at the heart of all decision processes (TCF)
 
Hours

We’re open for our customers from 8.00am-7.00pm weekdays and 9am-2pm on Saturdays. Our working hours reflect that:

  • You’ll work 37.5 hours a week, on an 2/3 week rolling rota shift basis. Over the 2 weeks, you’ll normally be required to work 1 Saturday. 

Benefits

  • Opportunity to join a growing financial company undergoing significant digital diversification
  • A combination of home based work, and some office based work from our Nottingham Contact Centre - next to the Phoenix park tram stop with free onsite parking and excellent public transport links.
  • Digitally enabled company who will provide you with an online working community and social events
  • Salary £18,500
  • Great incentives such as life assurance (4x salary),health cash plan, pension up to 7 % matching contribution, 25 days holiday, option to buy and sell holidays, Perkbox membership providing 200 perks, discounts and freebies….
  • But more importantly you will be part of a professional team who genuinely believe in putting the customer at the heart of everything we do!

About You

We’re looking for people orientated individuals with excellent customer service and rapport building skills, who want a career, not just a job; people who are driven, focused and keen to develop. 

Previous customer service experience within a contact centre environment is great, but what’s more important is attitude, work ethic and great written and verbal communications skills. Ultimately, we look for people who are passionate about making an impact and delivering first class customer service and understand the importance of putting customers first.

About Us

We are a growing, forward thinking FinTech organisation offering digital financial products through our brands, Dot Dot Loans, an online loans service and U Account, a digital online current account service. We’re not your typical mainstream financial services business, we provide alternative digital customer-focused services which reach over 40,000 non-standard finance customers. We are a business that thrives on innovation: we like working with people who get excited about digital products and innovative technologies who share the same vision; to deliver online financial products for our customers that ensures they are informed to make the right decisions and treated fairly. 

If you feel you’re the right candidate for the role as our Customer Service Advisorclick ‘apply’ now! We’d love to hear from you!

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