Customer Outcomes Specialist - Financial Services (Hybrid)

Office Angels; Tadworth; Hybrid; GBP 42,000 - 52,000; Full time

Benefits offered by this job

Generous holiday allowance

Pension scheme

Life assurance

Employee assistance programme

Learning and development opportunities

Wellbeing initiatives

Cycle-to-work scheme

Additional employee perks

Job summary

Office Angels is seeking a Customer Outcomes Executive in Tadworth with hybrid working options. You will support customers in financial difficulty, manage accounts and arrange affordable repayments while maintaining high service levels.

Ideal candidates have customer service experience and familiarity with CRM systems, plus a solid grasp of Consumer Duty rules and regulatory expectations. Strong communication and empathy are essential.

Qualifications

• Previous experience within customer service, collections, arrears management or financial services.
• Strong understanding of delivering positive customer outcomes in a regulated environment.
• Knowledge of Consumer Duty principles and their practical application.
• Excellent communication and interpersonal skills.
• Ability to build rapport and engage empathetically with customers facing financial challenges.
• Strong organisational skills and attention to detail.

Responsibilities

• Support customers experiencing financial difficulty, helping them find appropriate and sustainable solutions.
• Manage customer accounts and queries efficiently, ensuring excellent service levels at all times.
• Work with customers to establish affordable repayment arrangements based on individual circumstances.
• Handle conversations with empathy, professionalism and sensitivity, particularly when dealing with vulnerable customers.
• Ensure all activities comply with Consumer Duty requirements and relevant regulatory standards.
• Maintain accurate customer records, payment arrangements and account updates.
• Investigate and resolve customer queries and concerns while delivering fair and positive outcomes.
• Collaborate with internal departments to ensure a consistent and customer-focused approach.
• Identify opportunities to improve processes and enhance customer experience.
• Contribute to departmental projects and continuous improvement initiatives.
• Keep up to date with industry regulations, policies and best practice.

Skills

Customer service experience

CRM systems experience

Empathy & communication

Regulatory awareness

Tools

CRM software

Job description

Office Angels is seeking a Customer Outcomes Executive in Tadworth with hybrid working options. You will support customers in financial difficulty, manage accounts and arrange affordable repayments while maintaining high service levels.

Ideal candidates have customer service experience and familiarity with CRM systems, plus a solid grasp of Consumer Duty rules and regulatory expectations. Strong communication and empathy are essential.