Customer Service Executive

YouLend; London; On-site; GBP 27,000 - 29,000; Full time

Benefits offered by this job

Stock options

Private medical insurance

Free gym in the office building

Subsidised lunch via Feedr

Monthly in-office massage

Job summary

A financial services provider in London is seeking a Customer Service Representative to engage with business owners and handle inquiries effectively. The role involves monitoring support inquiries and solving customer issues. Candidates should have a customer-centric approach and 1-2 years of related experience. The package includes a salary of £27,000-29,000 plus bonuses and various benefits.

Qualifications

• 1-2 years' experience in customer service, support, or related field.
• Ability to engage effectively with customers via phone, email and chat.
• Confidence in working independently and deciding when to escalate issues.

Responsibilities

• Communicate with business owners daily by phone, email and chat.
• Monitor and respond to inquiries in the support and customer service inbox.
• Handle complaints and resolve issues to ensure customer satisfaction.

Skills

Exceptional communication and listening skills

Customer-centric approach

Problem-solving mindset

Tools

Hubspot

Aircall

Job description

Overview

In this role, you will communicate with business owners daily, answering inbound calls and addressing any questions they may have. You will monitor the support and customer service inbox to ensure that service levels are consistently met. You will also work with various enterprise technology platforms and YouLend's proprietary solutions to process applications and respond to customer queries. Handling complaints and ensuring customer satisfaction is a key responsibility, which involves problem-solving any issues that existing customers may encounter.

Responsibilities

• Communicate with business owners daily by phone, email and chat; address questions clearly and professionally.
• Monitor and respond to inquiries in the support and customer service inbox to maintain top service levels.
• Work with enterprise technology platforms and YouLend\'s proprietary solutions to process applications and respond to customer queries.
• Handle complaints and resolve issues to ensure customer satisfaction; problem-solve and provide solutions as needed.

Requirements

• Exceptional communication and listening skills; able to engage effectively with customers via phone, email and chat.
• Ability to build rapport, show empathy, and ask insightful questions.
• Customer-centric approach; dedicated to delivering top-tier service and a positive experience for every client.
• Ability to remain calm under pressure and handle difficult conversations.
• Problem-solver with a proactive mindset; eager to take on challenges and find innovative solutions.
• Confidence in working independently and deciding when to escalate issues to management or other departments.
• Ability to multitask across different systems while assisting customers.
• 1-2 years\' experience in customer service, support, or related field.

Desirable

• Experience in FCA-regulated business and understanding of regulatory requirements.
• Previous experience with Hubspot and/or Aircall.

Salary & Benefits

Salary: £27,000-29,000 + £4,000 bonus (split quarterly)

Benefits

• Stock options
• Private medical insurance
• EAP with Health Assured
• Enhanced maternity and paternity leave
• Modern office in Central London
• Free gym in the office building in Holborn
• Subsidised lunch via Feedr
• Deliveroo allowance if working late in the office
• Monthly in-office massage
• Team and company socials
• Football power league / squash club

We champion diversity and embrace equal opportunity employment practices. Our hiring, transfer, and promotion decisions are based on qualifications, merit, and business requirements, free from discrimination.