Customer Experience Advisor

Novuna; Leeds; Hybrid; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Hybrid working

Excellent bonus scheme

25 days holiday + bank holidays + buy/

Wellbeing package: BUPA, Digital GP, E

Job summary

Novuna Consumer Finance is seeking a Customer Experience Advisor to be the primary contact for customers across phone and email. You will help customers in difficulty, discuss payment options, arrange payment plans and support them back to financial health.

The role is full-time, 37 hours per week, hybrid working with interviews on 1 December 2026 and 2 December 2026 and a start date of 18 January 2027. We value empathy, strong communication, problem-solving and teamwork.

Qualifications

• You are positive 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.
• You have strong problem-solving skills and can think on your feet when resolving customer issues and handling difficult situations calmly.

Responsibilities

• Actively listening to customers to understand their needs, answer questions, and resolve issues to their satisfaction.
• Becoming a subject matter expert of our products and services to provide guidance and understanding.
• Working collaboratively with the wider team to ensure fair customer outcomes are met.
• Dealing with customer complaints and finding resolutions to problems with empathy.

Job description

Do you thrive supporting and helping others? Fancyjoining anaward-winning customer-obsessed team?Don'twant to work weekends…? No problem!

If your answer is 'yes' to all of these, 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 a Customer Experience Advisor, you will serve as the primary point of contact for our customers through 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 be discussing payment options, agreeing payment plans and providing solutions to help customers get back to financial health.

Our contact centre is open Monday – Friday 8.45am - 5:15pm, and as a full-time Customer Experience Advisor you'll be working 37 hours per week during these timeframes. Interviews will be taking place on Tuesday 1 December and Wednesday 2 December 2026. The start date will be Monday 18 January 2027

You'll also:

• 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 you'll bring.

You are positive 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.

You'll be a great fit if you:

• Are computer literate and able to pick up new systems with ease.

• Have a customer-centred mindset to deliver exceptional service and create positive experiences for customers

• Have excellent interpersonal skills including verbal and written communication.

• The ability to handle difficult and challenging situations with empathy and professionalism.

• Are a trustworthy team player who is able to build rapport quickly.

What's in it for 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

Interviews will be taking place on Tuesday 1 December and Wednesday 2 December 2026. The start date will be Monday 18 January 2027

Being yourself

At Novuna, we're a Disability Confident Committed 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.

Please note: This vacancy may close earlier than the advertised closing date if we receive a high volume of applications. We encourage you to apply as soon as possible to avoid disappointment.