Customer Service Agent

MoneyPlus; Greater Manchester; On-site; GBP 21,000 - 27,000; Full time

Job summary

MoneyPlus is recruiting Customer Service Agents to join our Salford team. You will listen, investigate and resolve enquiries or connect customers with the right specialist support, delivering clear and empathetic service.

You\'ll handle queries by phone, email, live chat and other digital channels, keep accurate records, and work within defined authority and processes to ensure fair customer outcomes. Structured training and coaching will support your development.

Qualifications

• Customer-facing experience in a contact centre, retail, or service environment.
• Warm, clear communication style with confidence on the telephone.
• Empathy and sound judgement for sensitive conversations.
• Curiosity and problem-solving: ask questions and check facts.
• Accuracy, ownership and adherence to regulated processes.
• Learning mindset and openness to coaching and feedback.

Responsibilities

• Answer inquiries by telephone, email, live chat and other digital channels.
• Understand customer circumstances using open questions.
• Resolve routine service enquiries and own follow-up actions.
• Identify vulnerability, affordability concerns, or dissatisfaction and adapt approach.
• Explain next steps in plain language and confirm understanding.
• Maintain accurate, audit-ready records and provide clear handovers.
• Work toward service, quality and productivity measures with fair outcomes.

Job description

Help customers feel heard, understood and confident about what happens next

When someone is dealing with financial difficulty, a clear and thoughtful conversation can make a real difference. Our Customer Service team supports existing MoneyPlus customers when they need answers, reassurance or help navigating a change in circumstances.

We are recruiting Customer Service Agents to join our Salford team. You will listen carefully, investigate the reason for contact and either resolve the enquiry or connect the customer with the right specialist support.

This is not a switchboard role, and you will not be expected to provide debt-solution advice outside your authority. It is a hands-on service role where empathy, curiosity, accurate records and reliable ownership matter.

What you'll be doing

• Supporting customers by telephone, email, live chat and other digital channels.


• Using open questions and account information to understand the customer's circumstances and the real reason for contact.


• Resolving routine service enquiries and taking ownership of follow-up actions.


• Recognising vulnerability, affordability concerns or dissatisfaction and adapting your approach appropriately.


• Explaining next steps in plain language and checking the customer's understanding.


• Deciding when Customer Service can help and when an annual review, adviser or specialist team is required.


• Keeping accurate, audit-ready records and providing clear handovers.


• Working towards service, quality and productivity measures while keeping fair customer outcomes central.

What we're looking for

• Customer-facing experience gained in a contact centre, retail, hospitality or another service environment.


• A warm, clear and engaging communication style, including confidence on the telephone.


• Empathy, patience and sound judgement when conversations are difficult or sensitive.


• Curiosity and problem solving: you ask questions and check facts before deciding the next step.


• Accuracy, ownership and willingness to work within regulated processes and defined authority.


• Enthusiasm to learn and openness to coaching and feedback.

We provide First Aid for Finances, helping people move from crisis to control.

Our debt advice and solutions combine digital convenience with human care, supporting customers through some of the most challenging financial circumstances they may face.

This is an opportunity to build valuable customer-service experience in a supportive team where good judgement and genuine care matter. You will receive structured training and coaching to develop your knowledge and confidence.

If you enjoy getting to the heart of a customer need and want your work to have meaningful impact, we would like to hear from you.

You do not need to meet every desirable criterion to apply. MoneyPlus is committed to an inclusive recruitment process, and reasonable adjustments are available at any stage.