Customer Service Executive

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

Customer Outcomes Executive

Location: Tadworth (Hybrid Working Available)

Salary: Competitive + Excellent Benefits

Benefits

• Generous holiday allowance
• Pension scheme
• Life assurance
• Employee assistance programme
• Learning and development opportunities
• Wellbeing initiatives
• Cycle-to-work scheme
• Additional employee perks

Hours: Full-time, Monday to Friday. Permanent position.

Ideal candidate will have experience within customer service, collections or financial services, with a strong focus on delivering excellent customer outcomes and supporting customers experiencing financial difficulties.

Key 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.

Requirements

• 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.
• Experience using CRM systems and customer databases.
• Self-motivated with the ability to work independently and as part of a team.
• Strong time management skills and the ability to thrive in a fast-paced environment.

Equality & Diversity

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels is committed to equal opportunities and welcomes applications from all suitably qualified candidates regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.

Office Angels is an employment agency and business. We are an equal-opportunities employer who puts expertise, energy and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. By showcasing talents, skills and unique experiences in an inclusive environment, we help individuals thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website