Customer Care Officer

Novuna; Leeds; Hybrid; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Bonus scheme

Hybrid working

Holiday allowance 25 days + 5 buy/sell

Wellbeing package (BUPA, digital GP, E

Job summary

Novuna Consumer Finance in Leeds is seeking a Customer Care professional to deliver exceptional service, build trust, and ensure fair outcomes for customers. You will handle inquiries with empathy and maintain high standards across interactions.

You'll investigate and resolve complaints and merchandise claims, including Section 75 matters, and identify trends to support continuous improvement. Hybrid working, a generous bonus scheme, and wellbeing benefits accompany the role.

Qualifications

• Genuine passion for delivering outstanding customer service.
• Knowledge of the end-to-end complaints process is advantageous.
• Paralegal or legal support background in financial services is desirable but not essential, especially with consumer complaints or regulatory matters.
• Ability to demonstrate empathy, integrity and build trust with customers.

Responsibilities

• Deliver fair customer outcomes for all Novuna customers.
• Investigate and resolve customer complaints and merchandise claims, verbally and in writing.
• Identify opportunities, red flags and trends to support continuous improvement in customer experience.

Skills

Customer service

Communication

Active listening

Relationship building

Empathy

Integrity

Job description

Are you passionate about delivering exceptional customer service?Do you have strong communication and listening skills?Are you someone who naturally builds relationships, making others feel valued and supported?

Ifyour answer is 'yes' then keep reading.

Who we are.

From interest-free credit to Buy Now, Pay Later, over 3,000 leading retailers trust us to provide fast, flexible and responsible finance solutions for their customers. At Novuna Consumer Finance, we offer finance for lots of life's key purchases, including home furnishings and improvements, special jewellery, leisure services, healthcare, as well as electronics and appliances.

What you'll do.

As an integral part of our Consumer Finance division, the Customer Care team is responsible for investigating and resolving customer complaints and Section 75 claims, while dealing directly with both customers and retailers. We are committed to delivering the highest standard of service at every stage.

In this role, you will ensure every interaction creates a positive experience, building trust and confidence while delivering fair and consistent outcomes for all customers.

You'll also:

• Deliver and demonstrate fair customer outcomes for all Novuna customers
• Investigate and resolve customer complaints and merchandise claims, both verbally and in writing.
• Identify and highlight opportunities, red flags, and trends to support continuous improvement in our customer experience

What you'll bring.

You'll bring a genuine passion for delivering outstanding customer service, ideally within a Financial Services environment. With knowledge of the end-to-end complaints process would be an advantage.

Previous background working as a Paralegal or in a legal support role within financial services would be desirable but not essential, particularly where this has involved consumer complaints, claims, or regulatory matters.

Most importantly, you'll be able to demonstrate empathy, integrity, and the ability to build trust - ensuring every customer feels valued, supported, and understood.

You'll be a great fit if you:

• Build strong relationships with both colleagues and customers
• Plan and manage your day effectively, prioritising workload
• Complete tasks in line with defined processes, with strong attention to detail
• Demonstrate essential knowledge of Section 75 regulations

What can we offer you?

Our benefits package is designed with flexibility in mind, allowing you to customise it to meet your unique needs. Whether you're focused on your health, financial security, or simply want to enhance your lifestyle, we offer a variety of options to support you.

Our offer to you includes:

• An excellent bonus scheme
• Hybrid working
• 25 days' holiday, plus bank holidays and the option to buy/sell 5 days
• Full wellbeing package including BUPA, digital GP service, 24/7 employee assistance, plus wellbeing events throughout the year

Being yourself.

At Novuna, we're a Disability Confident employer,dedicated to creating an inclusive workplace where everyone can be themselves and thrive. If you need any adjustments to support you during the recruitment process, please reach out to us directly.

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