Customer Experience Agent

Jaja Finance; Manchester; On-site; GBP 60,000 - 80,000; Full time

Job summary

A consumer finance company in Manchester seeks a Customer Experience Agent to handle customer inquiries through calls, emails, and live chats. Candidates should have proven call centre experience and strong communication skills, thriving in a dynamic environment. This role offers competitive salary, potential for part-time work, pension contributions, and generous leave policies.

Benefits

Competitive salary

Pension contributions

Bonus potential

Private medical cover

25 days annual leave plus bank holidays

4× life insurance cover

Employee assistance program

Qualifications

• Proven success in dynamic call centre environments.
• Solid background in the financial services sector.
• Outstanding verbal and written communication abilities.
• Thrives in fast-paced, ever-changing environments.
• Strong organizational and time-management skills.
• Comprehensive experience across the entire customer journey.

Responsibilities

• Manage incoming calls, emails, and live chats.
• Identify solutions and explain self-service options.
• Quickly address customer issues at first contact.
• Offer technical support and troubleshooting assistance.
• Maintain and update customer records.
• Communicate effectively with customers for solutions.
• Collaborate with team members to escalate complex issues.
• Gather customer feedback to improve services.
• Follow company policies and regulatory guidelines.

Skills

Customer Journey Insight

Call Centre Experience

Financial Services Expertise

Exceptional Communication Skills

Adaptability

Organizational Mastery

Job description

About Jaja

Our Mission: Empowering our customers to buy, borrow, and build—driven by tech, fuelled by data, and built for the future.

Our Company Values: Care Deeply, Adapt & Thrive, Challenge everything, Go for it! Own it, Make it Simple

Jaja is an innovative UK based consumer finance business, leading initially with a digital credit card launched in 2018, and a pipeline of consumer finance solutions in the making.

We are on a mission to redefine the consumer finance experience and liberate customers from needless complexity, wasted time and frustration. Or as we say it, Make Simple.

We will delight our customers – making the customer experience simpler, more enjoyable, more intelligent – treating customers fairly and giving them more control of their money.

Why Join Us?

This is a chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever.

We have a collaborative team structure fuelled by an exciting mix of people, welcoming experienced people from the industry with both feet on the ground and tech‑savvy dreamers who pave the way for the new stuff. Come as you are and be yourself!

About The Role

“You will join a dynamic team of Customer Experience Agents, supporting customers over the telephone in our multi‑channel contact centre.”

Our multi‑skilled teams are trained to handle customer interactions via the telephone, web chat and email, ensuring we are always available to meet our customers’ needs. By fostering a culture of continuous learning and adaptability, we empower our agents to provide exceptional support, no matter the platform. If you’re passionate about delivering outstanding customer experiences and thrive in a dynamic environment, we want you on our team!

High levels of customer engagement are required, so you will need excellent communication skills, making use of various methods of communication available to manage this throughout every interaction. In accordance with process, you will need to work to agreed SLA’s and work with your Team Manager to make recommendations to improve processes.

What’s the opportunity?

You will work in a dynamic, fast paced environment for a business that is shaking up the Consumer Finance industry. Working with a passionate set of colleagues who excel at delivery you will have a varied and interesting role that is not constrained by the status quo.

Key Accountabilities

• Handling Customer Inquiries: Efficiently manage incoming calls, emails, and live chats to resolve customer inquiries and provide accurate information about our products and services.
• Supporting Customers: Identify solutions and explain alternative channels to enable customers to self‑serve.
• Resolving Issues: Quickly address customer problems, complaints, and queries at the first point of contact, ensuring a positive customer experience.
• Providing Technical Support: Offer technical support and troubleshooting assistance regarding our products or services.
• Customer Relationship Management: Maintain and update customer records in the database, ensuring accurate documentation of interactions.
• Effective Communication: Communicate clearly and effectively with customers to understand their needs and provide appropriate solutions.
• Collaboration: Work with team members and other departments to escalate complex issues and improve service delivery.
• Continuous Improvement: Gather and share customer feedback to help improve products, services, and processes.
• Adhering to Policies: Follow company policies and regulatory guidelines to ensure compliance and maintain high quality assurance and service standards.

Essential skills and Experience

• Proven Call Centre Experience: Demonstrated success in dynamic call centre environments.
• Financial Services Expertise: Solid background in the financial services sector.
• Exceptional Communication Skills: Outstanding verbal and written communication abilities.
• Adaptability: Thrives in fast‑paced, ever‑changing environments.
• Organizational Mastery: Strong organizational and time‑management skills.
• Customer Journey Insight: Comprehensive experience across the entire customer journey.

What’s in it for you?

• The chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever.
• Competitive salary.
• Potential for part‑time working around other/family commitments.
• Pension contributions.
• Bonus potential.
• Private medical cover.
• 25 days annual leave (FTE) plus UK bank holidays and your birthday off (with an additional day added for each full calendar year worked, up to a maximum of 30 days).
• 4× life insurance cover.
• Employee assistance program.