Customer Experience Advisor

3 months ago

Leeds, United Kingdom Novuna Full time

Are you looking for a customer service role which doesn't involve working evenings or weekends? Are you someone who gets great job satisfaction from helping customers find a solution to their queries? Do you like the thought of joining other new starters as part of our training academy where we provide you with the tools and support to succeed?

If your answer is 'yes' to all of these, keep reading.

Want to know a little about us?

At Novuna Consumer Finance, we provide fast, flexible finance solutions for some of the UK's biggest retail brands. Whether customers are buying furniture for their new home, an important piece of jewellery, or home electrical goods, we're passionate about delivering phenomenal customer experiences.

We're proud to be a **Top 50 Inclusive employer**, and we're number 15 in **Glassdoor's Top 50 Employer** list.

What does the role involve?

Our contact centre is open Monday - Friday 8.45am - 6.30pm, as a full-time Advisor you'll be working 37 hours per week during these timeframes. We offer a hybrid working approach, with the flexibility to work from home and a minimum of 1 day per week from our modern office in the centre of Leeds.

**In this role you'll**:

- Handle inbound calls from our customers and deliver an outstanding customer experience
- Speak to customers who find themselves in vulnerable financial situations and work through how we can best support them
- Solve problems with empathy and treat our customers fairly
- Be knowledgeable on our products and services to be able to support customers effectively

What are we looking for?
- Passionate people who can deliver exceptional experiences for our customers
- The ability to listen, empathise and build rapport and understanding with customers
- A resilient and a calming nature, you'll take the time to understand each customer's circumstances and handle any difficult conversations that arise
- Good attention to detail and the ability to follow process and procedures
- Good IT skills and the confidence to navigate various systems

What can we offer you?

At Novuna we take our people promise seriously. If you join us, you'll have a **chance to make a difference, opportunities to learn, and time to shine**.

In addition to a market-benchmarked salary our offer to you includes:

- Annual bonus scheme of up to 15% of your annual salary
- 25 days' holiday, plus bank holidays and the option to buy/sell 5 days
- Up to 10% employer pension contribution
- Full wellbeing package including BUPA, digital GP service, 24/7 employee assistance, plus wellbeing events throughout the year
- Discounts on tech, health and fitness, shopping and more

What's the next step?
- **An initial online customer service assessment** - designed to see how you would respond in situations where customer service skills are required
- **A video screen** - this is your opportunity to bring your CV to life and tell us why you want to join the Novuna team
- **A face to face interview - **we treat our interviews as a 2 way conversation where we find out more about you and importantly you find out more about us. Coming in to meet us is a great way to feel the culture of Novuna

**Interviews will be scheduled for the week commencing 3rd July. The start date will be Monday 7th August.**

Novuna is a consciously inclusive employer, and we encourage applicants from all backgrounds.

**#LI-Hybrid

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