Experienced Customer Service Agent

Go Car Credit Limited; Warrington, Portsmouth; Hybrid; GBP 21,000 - 25,000; Full time

Benefits offered by this job

Hybrid working

25 days holiday

Employee assistance programme

Discount platform access

Wellbeing support

Job summary

Go Car Credit Limited is recruiting an Experienced Customer Service Agent for our Customer Care team. You’ll work from either our Warrington or Portsmouth office, spanning 37.5 hours weekly across Monday to Saturday, 8am–8pm, with some bank holidays.

You’ll handle queries, payments, complaints and account questions, delivering supportive, customer-focused outcomes. Join a diverse team and contribute to a fair, respectful service culture.

Qualifications

• Experience in dealing with customer queries.
• Experience of working in a contact centre/office environment preferred.
• Great communication skills, with the ability to create and build rapport with our customers (verbal, written and listening).
• Customer service or collections experience preferred.
• Experience in effectively discussing sensitive topics and holding difficult conversations.

Responsibilities

• Handle inbound and outbound customer queries across channels.
• Take payments and manage account-related questions.
• Assist with complaints and resolve issues with a focus on good outcomes.
• Update customer records accurately and efficiently.
• Support customers facing financial difficulties with empathy.

Skills

Customer queries handling

Communication skills

Verbal & written empathy

Numeracy

Team collaboration

Job description

About The Role

Go Car Credit is a specialist motor finance lender supporting those with less than perfect credit scores to get behind the wheel. Our hire purchase deals don’t just get people a great car – they give people the chance to rebuild their credit score too.

An exciting opportunity has arisen for an Experienced Customer Service Agent, to join the Customer Care team based at either our Warrington or Portsmouth office.

Our agents are there when our customers need us the most. Where, due to their personal circumstances, a customer needs a greater level of understanding, or an extra level of support, you will be working to understand their situation and offering solutions when they are in times of financial difficulties. The Customer Service Agents are the main point of contact for our customers and support with a range of queries, as well as taking payments, managing complaints, and assisting with account-related questions. Our agents communicate with our customers using various channels such as inbound and outbound telephony and email. Detailed training will be provided to build on your existing experience.

You will help our customers understand their financial and legal obligations and always have good customer outcomes at the forefront of your mind.

We encourage applications from people from all backgrounds to join our team at Go Car Credit. Just as our customers come from diverse backgrounds, so do we, and we treat our team and our customers as individuals - with respect and fairness.

Where and when:

Based at our Warrington or Portsmouth office the working hours will be 37.5 hours across Monday to Saturday, between 8am and 8pm, including some bank holidays.

What you need:

• Experience in dealing with customer queries.
• Experience of working in a contact centre/office environment preferred.
• Great communication skills, with the ability to create and build rapport with our customers (verbal, written and listening).
• Customer service or collections experience preferred.
• Experience in effectively discussing sensitive topics and holding difficult conversations.
• Empathy and patience towards our customers, whilst being open-minded to different customer situations.
• High levels of accuracy and attention to detail with a track record of delivering excellent customer service.
• Experience of working within a financial services or a regulated environment with an understanding of the Consumer Duty and good customer outcomes preferred.
• Experience of updating customer records quickly and accurately.
• High levels of verbal and written communication with strong numeracy and influencing skills.
• Ability to work collaboratively with colleagues and customers for the mutual benefit of our customers and our business.
• Experience with investigating Customers' financial challenges.

In return we offer:

• Competitive salary
• Work-life balance – 37.5 hours per week, hybrid working from our Warrington or Portsmouth office with a level of flexibility that enables you to have a good work-life balance
• 25 days’ holiday plus bank holidays and a day off for your birthday (FTE)
• Wellbeing support – market leading EAP including 24/7 advice line, counselling for you and your immediate family, menopause support and virtual GP appointments, paid leave when you need it most (company sick pay, time off for medical appointments, emergency dependent leave, compassionate leave and fertility treatment leave)
• Financial support – financial coaching & support through our EAP, a discount platform access, car sharing scheme, discounted gym memberships, free flu vaccinations
• Positive culture with a sociable atmosphere, casual dress code, food and drinks provided in the offices at great business park locations

We encourage applications from people from all backgrounds to join our team at Go Car Credit. Just as our customers come from diverse backgrounds, so do we, and we treat our team and our customers as individuals – with respect and fairness.