Vulnerable Customer Service Agent

**Vulnerable Customer Service Agent**

**_Do you want to join a growing, National Award-winning company? _**

**_Can you answer yes to the following?_**
- I have a can-do attitude
- I’m passionate about delivering excellent customer service
- I love the idea of being able to help people
- I'm full of enthusiasm, drive, and ideas
- I can complete a task with accuracy and have a thorough approach with close attention to detail.
- I’m keen to join an exciting and growing business that consistently delivers high standards
- I’m ready to join an award-winning business that will recognise my contribution

Then you sound like a perfect match for Sonex Financial We’re a fast-growing business, part of the multi-award-winning Lantern Group, and have a great opportunity for you to join our highly experienced customer service team based in Cardiff.

Helping customers receive a service delivered with care, empathy and understanding is what you’ll be doing. In return, you’ll receive a very competitive salary and an amazing benefits package, and become part of a team that works hard, but still makes time for fun together.

If you want to make difference and leave work each day knowing you’ve helped customers requiring a ‘human touch’ to find the right solution during a difficult time, then Sonex Financial is the place for you

**Who are we?**

Sonex Financial is part of the Lantern Group, who’ve proudly achieved GOLD awards from both Investors in People and Investor in Customers for several years in succession

Sonex is an award-winning Customer Management company, recognised for doing things differently and being the specialist in our sector. We partner with a number of the big energy and utility providers, helping their customers, experiencing financial vulnerability, find the right solution based on their personal circumstances.

**About the role**

You’ll be helping customers to potentially work out an affordable payment plan, so you’ll need to be a good listener and have a pragmatic and empathetic approach to their personal circumstances.

You’ll also help to resolve any customer queries, to ensure we look after our customers.

We’ll give you the best start in your role, we will show you the Sonex way. This includes up to 6-weeks training and coaching to get you started and provide you with everything you need to succeed.
- Passionate in delivering a great customer experience.
- Able to demonstrate strong communication skills and an excellent telephone manner.
- Reliable, trustworthy, discreet, and professional.
- An active listener who pays close attention to detail.
- Able to demonstrate our values by putting the customer at the heart of everything you do
- Empathetic and can quickly understand our customer’s needs.
- Determined and comfortable working within quality targets and KPIs
- Self-motivated, with an enthusiasm to learn, develop and grow
- Able to work independently as well as part of a team
- Working experience of Microsoft Office / 365

**In return we offer**
- Salary **£21,000** per annum
- Up to **10% **of your annual salary in bonus
- Internal recognition schemes with financial award
- Reward Hub - Employee discount and well-being scheme
- Free onsite parking
- Work based pension
- **30** days holidays (including public holidays)
- Summer and Christmas Parties
- Work social events
- Pizza Friday - last Friday of each month
- Smart casual dress code
- Overtime opportunities
- Refer a Friend Scheme - **£400** for each successful referral
- Great training, lots of support and become part of a friendly team, that recognises and rewards high performance and career progression opportunities.

**Salary**: £21,000.00 per year

**Benefits**:

- Casual dress
- Company pension
- Store discount
- Wellness programme

Schedule:

- Monday to Friday
- Weekend availability

Supplemental pay types:

- Yearly bonus

Work Location: In person