Customer Services Administrator

3 weeks ago

Cardiff, United Kingdom Aldermore Bank PLC Full time

As **Customer Services Administrator**, this role contains a variety of activities on a daily basis and you will support customers by updating customer agreements related to a number of transactions. There will also be an element of complaint handing and resolution as part of this role when speaking with customers. You will support customers by responding to their query or complaint in a timely manner, representing Moto Novo Finance and contributing to the Customer Services team’s strategy of creating a Centre of Excellence, measured by employee engagement as well as customer loyalty and satisfaction.

As Customer Services Administrator, you will work within a fast-paced contact centre team made up of telephony and administrative colleagues. You will be responsible for responding too and managing reporting for customers who make additional payments, require assistance after making payments and need to be contacted in relation to payments made towards their finance agreement.

**What would your day look like?**
- Ensuring that customer needs are met, by managing daily reports, updating systems, and taking appropriate action related to financial agreements.
- Contacting customers via outbound call contact as and when applicable to support customers with their query.
- Ensuring that regulatory and operational SLA’s are met and customers receive an update related to their financial agreement in a timely manner.
- Taking ownership of feedback, summaries and oversight related to administrative tasks.
- Responding to customer complaints from any channel and working with the customer to find an appropriate resolution.
- Ensuring that TCF principles are embedded in with our correspondence processes and responses.
- Maintain an up-to-date knowledge of regulatory and legislative information related to MotoNovo Finance products and services (e.g.CONC, ICOB, FCA Rules, Money Laundering, Data Protection, etc.)

**What do we expect of you?**
- Experience of Customer Service Administration, preferably in a contact centre environment.
- High level of attention to detail - this role does involve accuracy of reporting and case management.
- Experience of outbound calling to support customer queries.
- A passion for helping customers and a focus to resolve their query by delivering excellent customer service in a timely manner.
- Ability to work as a team and be agile, co-operative and understanding of colleague and customer needs.
- Excellent written and verbal communication skills recognising the best approach to take for a wide variety of customer contact and behaviour.
- A positive and optimistic outlook for supporting customer queries.
- A genuine positive mindset within a variety of situations.
- The ability to build trusting relationships with key stakeholders, Customer Service Advisors and the wider business to enhance the overall performance of Motor Servicing.
- A real thirst for receiving feedback in order to improve both self-development and customer experience.

**Still Curious?**

If you have experience of Customer Service administration and have a passion for helping customers then we want to hear from you

MotoNovo Finance forms an integral part of Aldermore Group, having been brought together with Aldermore Bank, under the First Rand umbrella. Whilst our parent company operates internationally from their HQ in South Africa, we are a UK-based financial services specialist that supports our customers across a range of products and services.

Underpinned by our strategic blueprint, “backing people to fulfil life’s hopes and dreams”, we thrive upon saying “yes” to our customers. Thousands of customers choose MotoNovo Finance every week to buy their next car, van or motorbike.

This is where you come in. We are on a journey. A journey defined by a destination; to deliver on our purpose over the course of the next 3 to 5 years.

**#backingyoutobringyourbest**
- MotoNovo Finance is an equal opportunities employer._
- We do not accept speculative agency CVs. Any CV received by MotoNovo Finance will be treated as a gift and not eligible for an agency fee. PSL agencies should only send CVs if authorised to do so by Recruitment._

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