Empathetic Customer Care Agent – Finances

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

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.