Customer Service Advisor

5 months ago

Milton Keynes, United Kingdom Snap Finance UK (Group) Limited Full time

**JOIN A FLEXIBLE COMPANY THAT LOOK TO CREATE THE IMPOSSIBLE AND OBSESS OVER CUSTOMERS**

**Who are we and what do we do?**

Snap Finance was founded in the United States in 2012, and today is the largest privately held alternative finance in the US.

Snap Finance UK was launched in July 2017 and offers financial solutions to consumers who have been refused credit or are building up their credit score, through a network of retail partners across the UK.

Our Mission is to unlock financial flexibility for a better life and our vision is to imagine a world where everyone has the financial means to thrive.

If you’re looking to make a great career move, then look no further.

We are on the lookout for a Customer Service Advisor to join our team, see more information below.

**Reporting to**: Customer Service Team Leader

**Location**: Crownhill, Milton Keynes / Hybrid Working.

**Working Hours**: Monday - Friday - 8:30 am - 17:30 pm. Saturday work is required every 4 weeks between the hours of 09:00 am - 13:00 pm, which will be received back in time off in lieu.

**Role Purpose**: We’ll look to you to deliver excellent service to our customers, keeping their needs and financial goals in mind at all times. You’ll be educating customers on the different ways they can manage their Snap loan in choosing the options that work best for them. We’re looking for a detail-orientated person to complete processes and procedures while providing each customer with a seamless experience.

**Your Key Tasks and Responsibilities will include**:

- Handling inbound and outbound communications, answering questions for our customers/retailers.
- Recording details of conversations held, inquiries, complaints and actions are taken within our internal system.
- Working towards set SLA’s.
- Making informed decisions based on the unique circumstances and information given.
- Contacting customers to confirm the terms of their loan.
- Providing suitable decisions based on each individual customer and the business.
- Delivering excellent service to all customers ensuring the best customer outcomes.
- To provide the best advice and guidance ensuring it’s aligned with regulatory requirements.
- Following Snap’s strict policies and procedures.
- Meeting customer communication quality expectations.
- Ensuring adherence to regulatory compliance and best practice.
- Supporting other business areas where required.

**To be successful in the role of a Customer Service Advisor** **we require the following skills and experience**:

- Exceptional communication skills (Verbal and Written).
- Competent with a PC and MS Office.
- Ability to talk to customers at the same time as recording the notes.
- Time management.
- Ability to prioritise tasks.
- Attention to detail and rapport building.
- Passionate with a desire to go the extra mile to succeed.
- Friendly and helpful, coupled with a great attitude
- Must be able to complete simple mathematical equations (add, subtract, multiply & divide using fractions, decimals, or whole numbers).
- Ability to learn quickly.
- Ability to think fast and adapt to a situation and work from own initiative.

**Benefits**

As a new family member to Snap, you will receive and have access to a variety of our great benefits, which could include:

- Competitive salary plus an annual bonus based on company performance and/or personal yearly performance.
- 26 days annual leave - plus your birthday off and an extra day for each year you’ve worked, capped at 4 years (that’s an additional 4 days)
- Discounted gym memberships
- Access to our Snap Perks platform.
- It’s all about balance - Our hybrid work environment encourages employees to utilise the flexibility of working from home, as well as the benefits of in-person collaboration that our offices provide.
- Life Assurance.
- Cycle2work Scheme
- Eyecare vouchers

If you feel as though you meet our requirements and are looking for your next challenge, then simply press ‘**APPLY**’ and upload your up-to-date CV and cover letter for the position.

Snap Finance is required to comply with UK Government standards when carrying out pre-employment checks for all new starters; this includes a basic criminal record and credit check.

**Job Types**: Permanent, Full-time

**Salary**: £22,500.00-£24,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Cycle to work scheme
- Employee discount
- Health & wellbeing programme
- Life insurance
- On-site parking
- Referral programme
- Store discount

Schedule:

- Monday to Friday
- Weekend availability

Supplemental pay types:

- Performance bonus

Ability to commute/relocate:

- Milton Keynes, MK8 0AB: reliably commute or plan to relocate before starting work (required)
- Milton Keynes, Buckinghamshire: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 1 year (preferred)
- Financial services: 1 year (preferred)
- Customer service: 1 year (prefe

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