Customer Satisfaction Administrator

Company: Loans 2 Go Ltd

Role: Customer Satisfaction Administrator

Salary: up to £31,180 per annum, dependent on skills and experience

Duration: Permanent

Location: Putney Bridge SW15

Start Date: TBC

Company Overview:

Loans 2 Go Limited (L2G) is an industry leader in providing alternative, affordable personal loans; we aim to give lines of credit to those who mainstream lenders have neglected. We are growing and adapting fast; with over 20 years of operation nationwide, we have helped hundreds of thousands of customers and the business has transformed from a traditional high-street lender to a multi-channel, online loan provider. We are regulated by the Financial Conduct Authority and fully compliant with our obligations under Consumer Duty. We understand the importance of providing fair and transparent products and services as the key to unlocking a prosperous future for the business. We will continue to adapt, improve, and implement changes where required to improve our people, the business, and the overall quality of our customer experience.

The Role:

This role will primarily include supporting customer inquiries received via email or webchat. Our aim would be to support existing customer service and financial difficulty inquiries. As an omnichannel service provider, you will be expected to utilise several digital channels to complete daily tasks, including responding to customers appropriately via email, letter, SMS, and WhatsApp. You may also need to apply manual tracing to identify up-to-date customer information when needed.

The role is administrative-based and requires an excellent understanding of written English as well as the ability to adapt to an ever-evolving landscape.

We require an individual who is enthusiastic, willing to learn, self-motivated, and takes pride in their work.

Responsibilities:

• Effective management of online communication forums
• Management of all relevant email inboxes
• Effectively communicate with third party debt purchasers to resolve queries fast and efficiently
• Processing payments and handling transactions through digital means
• Demonstrating industry and regulatory standards on all calls/emails to deliver a positive outcome for both customer and business
• Actively Identify a variety of vulnerabilities and make well-informed decisions on appropriate forbearance steps.
• Negotiating the repayment of outstanding arrears owed by Loans 2 Go customers
• Contacting customers and third parties via a range of digital means
• Working with customers to identify and arrange suitable and sustainable payment plans which match their current financial circumstances
• Engaging multiple technologies to efficiently manage customer accounts
• Acting with due care where a customer is identified as being vulnerable, and ensuring forbearance is applied where applicable

Attributes and experience:

• Related experience in account management – collections account management experience and exposure to working with vulnerable customers. (Bonus points for experience in regulated environments).
• A history of, and desire to work with vulnerable customers, understanding the level of care and attention this requires.
• A commitment to delivering exceptional customer service above all, every day.
• A solution driven approach to problem solving, even under pressure.
• The ability to use your professional experiences to integrate into a diverse and equally talented workforce from day one.

Some benefits we offer:

• Hybrid Working Scheme
• Performance based bonus
• Up to 33 days holiday
• Holiday Carryover and Sellback scheme
• Milestone Service Reward Programme
• Life Insurance Cover
• Incapacity Insurance Cover
• Employee Assistance Programme
• Refer-a-friend Scheme with financial incentives.
• Training and advancement opportunities

Hours:

40 hours per week, Monday to Friday between 8am and 6pm.