Roadside Technician

Rac Motoring Services; Borstal; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading UK customer service provider is seeking a Customer Service representative to manage customer queries across various channels. The role involves ensuring high-quality interactions and resolving issues effectively, including providing support for customers in vulnerable situations. Ideal candidates should have experience in customer service, preferably within the finance industry. The role offers excellent support and the chance to contribute positively to customer experiences.

Benefits

Best-in-class compensation, including equity

Private health insurance

Fully stocked kitchen with snacks and drinks

Qualifications

• Minimum 6 months of Customer Service experience is preferable.
• Experience in a contact center or financial services is desirable.
• Previous experience in a customer-facing role is essential.

Responsibilities

• Resolve customer queries via telephony, email, and live chat.
• Ensure high standards of customer contact are met.
• Identify and escalate risks that could affect customer outcomes.

Skills

Customer Service

Communication

Problem-solving

Job description

Overview

Location: Chatham, Kent UK

The Customer Service department is responsible for working with customers who have queries about their loan/card/Motor from the application stage and supports the end-to-end journey. Our primary role is to be the first point of contact for customers resolving queries at the first point of contact and ensuring customers' needs are met. Reporting to the Team Lead, you will undertake customer queries via telephony, email and live chat. We're looking for a superstar who can utilise their skills and capability levels in the performance of their roles so that they can consistently achieve overall quality standards, and embed processes and procedures to deliver good customer outcomes. At times we can speak to customers who are in a vulnerable state and as a result may be struggling with their financial situation and/or mental health. It is our responsibility to help and signpost them to third party support if needed. Please note that these calls can be triggering and not always easy but we have a supportive team and training to help guide you through these calls.

How You Will Impact The Objectives

• Ensure all customer contact is conducted to the highest standard and quality monitoring supports this area.
• Ensure process and policy adherence, highlighting processes to management which may require enhancement.
• Interact directly with customers via voice/non-voice as part of your role to ensure customer demand is met and customers achieve first-contact resolution on their query/need.
• Support customers ensuring interactions are assessed against Lendable's quality assurance scorecard and delivering meaningful and tailored responses.
• Identify opportunities for product and process improvement to better serve customers
• Escalating risks or potential risks which may negatively impact good customer outcomes
• Identifying and recording customer dissatisfaction against Lendable's processes and responding appropriately to achieve complaint resolution, where complaint resolution is not possible following complaint escalation procedures.
• Support other areas within Operations to meet operational performance if required.
• Meeting defined individual and team performance targets to ensure delivery of key business and department objectives.

Your Experience

• Minimum 6 months Customer Service experience preferable
• Previous Loans, Cards, and Motor experience are desirable.
• Contact centre, financial services experience desirable.
• Working to targets is preferable but not essential
• Previous experience of working in a customer contact/facing role essential (if no previous work experience, able to evidence competencies which demonstrate capability)

Interview Process

• A 30 minute remote Interview with one of the Talent team
• A 1 hour remote Interview with a Team Leader

Life at Lendable

• The opportunity to scale up one of the world's most successful fintech companies.
• Best-in-class compensation, including equity.
• Enjoy a fully stocked kitchen with everything you need to whip up breakfast, lunch, snacks, and drinks in the office every Tuesday-Thursday.
• We care for our Lendies' well-being both physically and mentally, so we offer coverage when it comes to private health insurance
• We're an equal-opportunity employer and are looking to make Lendable the most inclusive and open workspace.