Customer Service Specialist

3 weeks ago


StainesuponThames, Surrey, United Kingdom Novuna Full time

Are you passionate about delivering exceptional customer service and supporting individuals facing financial challenges?

At Novuna Business Finance, we help companies achieve their ambitions through flexible finance solutions. Our diverse business customers are at the heart of our operations, and our commitment to sustainability drives our focus on supporting companies that are building a better tomorrow.

We're proud to be a Top 50 Inclusive employer and ranked 15 in Glassdoor's Top 50 Employer list. Our team is dedicated to creating a fair and supportive environment for our customers.

As a key member of our team, you'll work closely with the Collections Manager to identify and record customer vulnerability by way of payment arrears at the earliest stage. You'll accurately record the issues and engage with our customers to provide fair solutions for their repayments.

Your key responsibilities will include:

  • Negotiating and delivering appropriate customer solutions for payment arrangements, forbearance, innovation, and rescheduling
  • Ensuring all arrears are collected in line with forecast numbers
  • Actively identifying vulnerable customers and focusing on delivering a fair outcome
  • Working to and adhering to corporate governance and processes

We're looking for someone with excellent communication skills, particularly on the telephone, and experience in negotiating fair outcomes in a customer service-based environment. You'll also have strong listening skills and enjoy problem-solving.

Additionally, we're seeking someone who can:

  • Work collaboratively with colleagues
  • Has customer-based experience in the financial sector (preferred)
  • Can prioritize their own workload and work independently
  • Deal with customers sensitively and with empathy

We offer a market-benchmarked salary, excellent bonus scheme, and a range of benefits, including flexible hybrid working, 25 days' holiday, and a wellbeing package.

At Novuna, we're committed to creating a positive and inclusive work environment. If you're passionate about delivering exceptional customer service and supporting individuals facing financial challenges, we'd love to hear from you.



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