Customer Service Agent - Financial Care & Resolution

MoneyPlus; Greater Manchester; On-site; GBP 23,000 - 28,000; Full time

Job summary

MoneyPlus in Salford is recruiting Customer Service Agents to support existing customers by phone, email, live chat and other digital channels. 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 a hands-on service role where empathy, accurate records and reliable ownership matter. You will receive structured training and coaching to develop knowledge and confidence, with a focus on fair

Qualifications

• Experience in a contact centre, retail, hospitality or service environment.
• Clear, warm communication style with confidence on the telephone.
• Empathy, patience and sound judgement in difficult conversations.
• Curiosity and problem solving; check facts before deciding next step.
• Accurate records and ability to work within regulated processes.
• Willingness to learn and openness to coaching.

Responsibilities

• Support 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 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.

Skills

Customer-facing experience

Communication skills

Empathy

Problem solving

Attention to detail

Willingness to learn

Job description

MoneyPlus in Salford is recruiting Customer Service Agents to support existing customers by phone, email, live chat and other digital channels. 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 a hands-on service role where empathy, accurate records and reliable ownership matter. You will receive structured training and coaching to develop knowledge and confidence, with a focus on fair