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Customer Support Agent

4 months ago

Southampton, United Kingdom Bamboo Limited Full time

**Reports to**:Customer Support Team Leader

**Location**:Central Southampton

**Hours**: 37.5 hours per week, 9am-5pm Monday to Friday with the occasional Saturday shift of 9am-2pm.

The Company:
Bamboo is an award-winning fintech - new in design and spirit but at the same time a mature consumer finance business. We have over £500 million of lending under our belt since we first started back in 2014. We hunkered down at the start of the Covid pandemic to ensure we did the right thing by our customers and protected the business - we are back growing fast again and have big ambitions.

We are passionate about customer service and proud and humbled that we have an 'Excellent' Trustpilot score of 4.9, which is rare in the financial services industry. We have won many industry awards, such as the ‘’Consumer Credit Awards’’ award for ‘Best Personal Loan Provider’ in 2017, 2018, 2019 and 2021 and the Lending Awards’ ‘Customer Service Excellence - Alternative Lending’ award in 2019. We have just won the ‘’Treating Customers Fairly Champion’’ award in the Consumer Credit Awards this year. We are very proud of this recognition and feel that it shows our commitment to offering superb service.

We know we must continue to work hard to provide a great service to our customers and earn their trust and loyalty and keep at the cutting edge of innovation in our sector. There are nearly 100 of us at Bamboo, primarily based in London (near Waterloo) and Southampton (also on top of the central station) and at home

The Bamboo culture is the heart of our business, we actively promote and encourage a family and team ethos amongst all of our colleagues and peers, no matter what your role is within the company. We often arrange social events such as summer barbeques, quiz nights, team building events and Christmas parties, so that everyone in the business can get to know their colleagues.

Our aim is to invite the best people to be a part of our growing team, to fit in with our friendly and relaxed culture and to provide you with everything you need to grow with us as we explore and expand into new adventures.

We are always expanding our fintech to ensure we provide our team with the best possible tools to do their jobs. We are always looking for ways to improve, from creating a flexible CRM system to manage our accounts specifically created for our needs and procedures, to using the best integrated telephony system to efficiently contact our customers.

Overview:
As a key member of a dynamic team, the Customer Support Agent will likely have experience working within a customer facing role. Prime applicants may also understand FCA regulations, Data Protection and Treating Customers Fairly or have experience working within either a contact centre environment or the financial services sector.

Main features of the role:
In this contact centre position, it will be your responsibility to provide a first-class customer service experience in line with service level agreements, treating customers fairly and Financial Conduct Authority (FCA) guidelines.
- Liaising with other team members to ensure daily strategies are achieved
- Engaging with customers through various contact channels, such as:

- Inbound calls
- Outbound calls
- SMS
- WebChat
- Striving for a high level of quality across all forms of correspondence
- Maintaining and developing your knowledge of the Bamboo product to allow you to answer customer queries
- Attending and participating in team meetings and training sessions
- Engaging in communication with third party brokers, as well as our internal Underwriting, Compliance, and Collections teams to ensure the best possible customer outcomes
- Alerting your Team Leader of any irregularity or problem
- Assisting customers with navigation of their online accounts and provision of documents
- Identifying and flagging potential signs of fraud and vulnerability

Skills and Experience needed:

- Strong communication skills
- Team player
- Enthusiasm to learn
- Ability to work in a lively environment
- Computer literacy
- Active listening
- Proactive & effective questioning

**Salary**: £21,255.00-£23,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Employee discount
- Life insurance
- Private dental insurance
- Referral programme

Schedule:

- 8 hour shift

Supplemental pay types:

- Bonus scheme

Work Location: In person