Customer Experience Advisor

TN United Kingdom; Leeds; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a dynamic and inclusive team as a Customer Experience Advisor, where you'll be the primary contact for customers, helping them navigate their financial options with empathy and professionalism. This role offers a supportive environment with no weekend work, allowing you to thrive while making a real difference in people's lives. With flexible hybrid working and a comprehensive benefits package, including a generous bonus scheme and wellness support, this is an opportunity to grow your career in a company that values its employees. If you're passionate about exceptional customer service, we want to hear from you!

Benefits

Annual bonus scheme

Flexible hybrid working

25 days' holiday

Full wellbeing package

Discounts on tech and fitness

Qualifications

• Positive and enthusiastic demeanor when interacting with customers.
• Ability to adapt in a fast-paced environment.

Responsibilities

• Actively listen to customers to understand their needs.
• Resolve customer complaints and find solutions.

Skills

Customer-centric mindset

Interpersonal skills

Problem-solving skills

Empathy

Job description

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Do you enjoy talking to people and helping others? Like the prospect of joining a supportive cohort of new starters and embarking on a new career?Fancy joining an award-winning Customer Serviceteam with no requirement to work weekends?

If your answer is 'yes' to all of these, keep reading.

Want to know a little about us?

At Novuna Consumer Finance, we provide fast, flexible finance solutions for some of the UK's biggest retail brands. Whether customers are buying furniture for their new home, an important piece of jewellery, or home electrical goods, we're passionate about delivering phenomenal customer experiences.

We're proud to be a Top 50 Inclusive employer , and we're number 15 in Glassdoor's Top 50 Employer list.

What does the role involve?

As a Customer Experience Advisor, you will serve as the primary point of contact for our customersthrough multiple communication channels, including phone and email. Some of our customers may be experiencing financial difficulty and your role will be to help decide how we can best support them, ensuring they feel satisfied with our service. You will bediscussing payment options, agreeing payment plans and providing solutions to help customers get back to financial health.

Our contact centre is open Monday – Friday - and as a full-time Customer Experience Advisor you'll be working 37 hours per week during these timeframes.

Some of your key duties will include:

• Actively listening to customers to understand their needs, answer their questions, and resolve any issues to their satisfaction
• Becoming a subject matter expert of our products and services to be able to best support customers, offering guidance and showing understanding
• Working collaboratively with the wider team to always ensure fair customer outcomes are met
• Dealing with customer complaints and finding resolutions to problems, displaying empathy at all times

What are we looking for?

You arepositive and enthusiastic, with a friendly and upbeat demeanour when interacting with our customers. You are comfortable working in a fast-paced environment, with the ability to adapt and adjust your approach to different situations accordingly. You have strong problem-solving skills and can think on your feet when it comes to resolving customer issues and handling difficult situations in a calming nature.

Also, we're looking for the following:

• Customer-centric mindset to deliver exceptional service and create positive experiences for customers
• Excellent interpersonal skillsincluding verbal and written communication
• Ability to handle difficult and challenging situations withempathy and professionalism
• Trustworthy team player who is able to build rapport quickly

What can we offer you?

At Novuna we take our people promise seriously. If you join us, you'll have a chance to make a difference, opportunities to learn, and time to shine .

In addition to a market-benchmarked salary, our offer to you includes:

• An excellent annual bonus scheme of up to 13% per annum
• Flexible hybrid working - all we ask is for a minimum of 1 day per week in the office and no weekend 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 and social events throughout the year
• Discounts on tech, health and fitness, shopping and more!

What's the next step?

If you are passionate about providing outstanding customer service and believe you have what it takes to excel in this role, start your application today and see what Novuna can offer you.

The application process consists of 3 stages:

• You will be sent a customer-orientatedquestionnaire – designed to help us best understand you and the approach you take when dealing with customers
• A chance to bring your CV to life – record a video and tell us all about your experience to date and why you want to become a Customer Experience Advisor
• Face-to-face interview and written exercise – comingin to meet us isa great way to feel the culture of Novuna and ensure that the role is exactly what you were hoping for!

You will be joining an award-winning team who love to celebrate and promote success. If this sounds like something you'd love to be part of then what are you waiting for?

Interviews will be taking place on Wednesday 22nd and Thursday 23rd November. The start date will be Monday 8th January 2024.

Novuna is a consciously inclusive employer, and we encourage applicants from all backgrounds.