Customer Service Advisor

Overview

Ideal4Finance are an FCA regulated retail, consumer, and commercial finance brokerage. Established in 2008 to level the playing field for SME retailers and manufactures offering finance to their customers. Based in the Northwest with a UK-wide focus we are one of the largest independent financial services businesses arranging consumer and retail finance.

Role: Customer Support/ Account Manager

Location: Kirkham, Preston

Hours of work: Monday to Friday, 9.00am to 5.00pm, 35 hours per week.

Salary: Up to £26,000 per annum - depending on experience

Benefits include:

• Excellent working environment.
• 20 days holiday plus bank holidays.
• Company pension.
• Free parking.
• Recommend a friend scheme.
• Staff incentives.
• Social events.
• Progression within the company.

We are seeking an experienced Account Manager with strong customer support and sales skills to join our Customer Support Team. This team is central to driving growth, nurturing long-term partnerships, and maximising the commercial success of our clients. You will support clients in optimising their finance facility, improving utilisation, and supporting them to drive growth.

Key Roles and Responsibilities :

• Proactively engage with, support, and nurture new and existing clients to drive high levels of satisfaction, utilisation, and retention.

• Identify opportunities to increase finance applications through proactive marketing strategies, persuasive communication, and value-led recommendations.

• Spot and convert opportunities to grow client accounts through the introduction of additional services, such as Merchant Services, Commercial Finance and Rewards Schemes.

• Deliver exceptional customer service by anticipating client needs, resolving issues professionally, and consistently exceeding expectations.

• Monitor account performance, track trends, and take early action to address underperformance or highlight growth opportunities.

• Conduct confident, consultative "Live" introduction calls to ensure clients fully understand their finance facility and feel supported from the outset.

• Develop and maintain detailed marketing plans for each client and ensure these are implemented and logged in the CRM.

• Complete scheduled touchpoint calls throughout the contract term, reviewing marketing plans and recommending strategies to increase utilisation.

• Track and analyse vital client metrics, including submissions, offers, completions, and other performance indicators.

• Build and maintain long-term, trusted relationships with clients, operating as their go-to advisor for finance-related solutions.

SALES & CUSTOMER SUCCESS FOCUS

• Use consultative selling techniques to understand client goals and position Ideal4Finance solutions effectively.

• Confidently articulate value propositions and overcome objections to encourage increased uptake of services.

• Influence client decision-making through insight-driven recommendations.

• Drive account growth and retention through proactive engagement, commercial awareness, and strategic planning.

PREFERRED SKILLS & EXPERIENCE

• Highly motivated, energetic, and target-driven individual.

• Professional, articulate, and confident communicator with strong persuasion and negotiation skills.

• Excellent customer engagement ability, with a passion for helping clients grow their business.

• Strong multitasking capabilities, able to work under pressure and consistently exceed targets and KPIs.

• Exceptional attention to detail and strong organisational skills.

• Minimum 2 years' experience in Account Management, Sales Support, Customer Success or similar roles.

• A commitment to ongoing personal and professional development.

• Experience using CRM systems or similar platforms to manage pipelines, communications, and account data.

• Good overall computer literacy, including strong knowledge of Microsoft Office.

OPERATIONAL EXPECTATIONS

• Work to KPIs set by your line manager and proactively manage your own workload.

• Service multiple accounts concurrently while maintaining accuracy, consistency, and timely delivery.

• Monitor and improve client retention rates through excellent client service and relationship management.

• Maintain detailed, accurate CRM notes and follow all system prompts and procedures.

• Take full ownership of ad-hoc client requests and ensure these are resolved efficiently.

• Address client service issues promptly, ensuring initial contact within 24 hours and escalating only when required.

• Collaborate with internal departments to ensure seamless service delivery across all touchpoints.

The role is full-time (35 hours per week), Monday to Friday 9.00am until 5.00pm with a 1 hour lunch break.

Please note this is NOT a role that offers hybrid working.

Job Types: Full-time, Permanent

Pay: £24,000.00-£26,000.00 per year

Benefits:

• Company events
• Company pension
• Free parking
• Health & wellbeing programme
• On-site parking
• Referral programme
• Work from home

Application question(s):

• How many years of recent customer service experience do you have?
• What type of environment was your experience based in?
• Can you reliably commute to Kirkham, Preston every day as this is an office based role?

Work Location: In person