Customer Service Assistant

Propel Holdings, Inc.; Nottingham; Hybrid; GBP 21,000 - 28,000; Full time

Benefits offered by this job

Pension

Holidays 20-30

Growth opportunities

Company culture

Hybrid work

Job summary

Propel Holdings, Inc. is seeking a Customer Services Assistant to support our existing customers with queries and payment plan assistance, using a proactive, empathetic approach.

You will engage across channels and manage relationships through Salesforce CRM, aiming for positive outcomes while maintaining customer trust. We value strong communication, organisational skills, and a genuine care for customers, including those who are vulnerable.

Qualifications

• Strong verbal and written communication abilities.
• Experience handling vulnerable customers.
• Experience in call centre environments.

Responsibilities

• Support existing customers with queries and payment plan assistance.
• Engage via multiple channels and manage customer relationships.
• Use Salesforce CRM to track interactions and outcomes.

Skills

Communication skills

Organisational skills

Positive attitude

Experience with vulnerable customers

Call centre experience

Multitasking

Tools

Salesforce CRM

Job description

Propel (TSX: PRL) is the fintech company building a new world of financial opportunity by facilitating access to credit for consumers underserved by traditional financial institutions. Through its AI-driven platform, Propel evaluates customers in a more comprehensive way than traditional credit scores can. Our revolutionary fintech platform has already helped consumers access over one million loans and lines of credit and over one billion dollars in credit.

To build a new world of opportunity we bring together the brightest talent to help us build opportunities. We are entrepreneurs and believe in measuring success through results and growing within; talent and hard work never goes unnoticed. At Propel, we are here to change the way employees, customers and shareholders succeed together.

We are a team of passionate entrepreneurs, who foster curiosity and growth in our employees. Our culture is why we have been so successful and why our employees choose Propel to build their careers.

Join us as we change the way employees, customers and shareholders succeed together.

About You:

We are looking for the next generation of Customer Services Assistant to join one of the most important departments at Propel Holdings. You thrive in a vibrant, entrepreneurial organization where your ideas are valued. You are motivated by goals, a self-starter, and enjoy wearing multiple hats in a fast-growing fintech environment.

Responsibilities:

The role is focused on supporting our existing customers with a wide range of queries & payment plan support. You will engage directly with our customers through multiple different channels and manage customer relationships through our easy-to-use Salesforce CRM.

The right candidate will be someone who wants to make a difference to people, you would be good at listening and won't feel the need to pass judgment. You will be comfortable offering solutions and being proactive, doing your best to find the best outcome for our customers, understanding that we can always go the extra mile to help, sometimes, vulnerable customers. You will be expected to discuss sensitive customer issues, confidently manage customer expectations, and provide positive outcomes wherever possible.

Requirements:

• Strong communication skills both verbal and written
• Excellent organisational skills and can multi-task
• Positive attitude, with a strong sense of pride in your work, and happy to be part of a team.
• Experience dealing with vulnerable customers
• Call centre experience

Shift Pattern:

Week 1: Monday to Saturday, 8:00 AM - 4:00 PM (working from home on Monday, Friday, and Saturday).

Week 2: Monday to Friday, 8:00 AM - 2:30 PM (working from home on Monday and Friday).

Week 3: Monday to Friday, 10:00 AM - 6:00 PM (working from home Monday to Friday).

This structure ensures we maintain a balance between in-office and remote work, fostering productivity and teamwork.

Benefits to Joining Propel

• Pension
• 20 days holidays, increasing by 1 day per year (up to 30)
• Growth and opportunity – we pride ourselves on promoting from within
• Incredible company culture
• A culture that values innovation, collaboration and continuous improvement.

Our Culture

Propel brings together the brightest talent to build opportunities. We are entrepreneurs who measure success through results and growth from within; talent and hard work never go unnoticed. Our team fosters curiosity and growth.

Equality, Diversity & Inclusion

Our organisation is made up of brilliant people. Each of us is unique, whether in terms of our background, personal characteristics, experience, skills or motivations. And we value our people for the differences they bring to the table. These differences - this diversity is powerful.

Fostering an inclusive culture helps each of us to benefit from a wider range of these different perspectives, experiences and skills. We believe that this creates a happier, more productive working environment for us all.