Hybrid Customer Care Specialist – Complaints & Outcomes

Novuna; Leeds; Hybrid; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Bonus scheme

Hybrid working

Holiday allowance 25 days + 5 buy/sell

Wellbeing package (BUPA, digital GP, E

Job summary

Novuna Consumer Finance in Leeds is seeking a Customer Care professional to deliver exceptional service, build trust, and ensure fair outcomes for customers. You will handle inquiries with empathy and maintain high standards across interactions.

You'll investigate and resolve complaints and merchandise claims, including Section 75 matters, and identify trends to support continuous improvement. Hybrid working, a generous bonus scheme, and wellbeing benefits accompany the role.

Qualifications

• Genuine passion for delivering outstanding customer service.
• Knowledge of the end-to-end complaints process is advantageous.
• Paralegal or legal support background in financial services is desirable but not essential, especially with consumer complaints or regulatory matters.
• Ability to demonstrate empathy, integrity and build trust with customers.

Responsibilities

• Deliver fair customer outcomes for all Novuna customers.
• Investigate and resolve customer complaints and merchandise claims, verbally and in writing.
• Identify opportunities, red flags and trends to support continuous improvement in customer experience.

Skills

Customer service

Communication

Active listening

Relationship building

Empathy

Integrity

Job description

Novuna Consumer Finance in Leeds is seeking a Customer Care professional to deliver exceptional service, build trust, and ensure fair outcomes for customers. You will handle inquiries with empathy and maintain high standards across interactions.

You'll investigate and resolve complaints and merchandise claims, including Section 75 matters, and identify trends to support continuous improvement. Hybrid working, a generous bonus scheme, and wellbeing benefits accompany the role.