Hybrid Customer Experience Specialist

JaJa Finance Ltd; Manchester; Hybrid; GBP 24,650 - 33,350; Full time

Benefits offered by this job

Pension contributions

Annual bonus potential

Private medical cover

25 days annual leave + bank holidays

Birthday day off

Life insurance

Health insurance via Vitality

Employee assistance programme

Job summary

JaJa Finance Ltd in Manchester is seeking a Customer Service Agent to join a dynamic, client-centric team. The role is hybrid, requiring 2 days in the office at Manchester, XYZ Building 2, Floor 1, Suite 5.

You’ll handle multi-channel customer interactions and contribute to a culture of continuous learning and service excellence. The team focuses on resolving inquiries, guiding customers to self-serve, and addressing issues with care.

Qualifications

• Proven call centre experience in dynamic environments.
• Solid background in the financial services sector.
• Exceptional verbal communication; empathetic listener, able to handle vulnerable customers.
• Thrives in fast-paced, ever-changing environments.
• Strong organizational and time-management abilities.
• Experience across the full customer journey.

Responsibilities

• Handle customer inquiries by phone, resolving inquiries and providing accurate product information.
• Support customers and guide them to self-serve through available channels.
• Address issues at first contact to ensure a positive experience.
• Provide technical support and troubleshooting for products/services.
• Maintain and update customer records in the CRM.
• Communicate clearly to understand needs and provide solutions.
• Collaborate with team and other departments to resolve complex issues.
• Gather and share customer feedback to drive improvements.
• Adhere to policies and regulatory guidelines to ensure compliance and high quality.

Skills

Call centre experience

Financial services

Verbal communication

Adaptability

Organizational skills

Customer journey

Job description

JaJa Finance Ltd in Manchester is seeking a Customer Service Agent to join a dynamic, client-centric team. The role is hybrid, requiring 2 days in the office at Manchester, XYZ Building 2, Floor 1, Suite 5.

You’ll handle multi-channel customer interactions and contribute to a culture of continuous learning and service excellence. The team focuses on resolving inquiries, guiding customers to self-serve, and addressing issues with care.