Customer Satisfaction Associate

7 months ago


London, UK, United Kingdom Loans 2 Go Limited Full time

Company: Loans 2 Go Ltd

Role: Customer Satisfaction Associate

Salary: £32,674 to £37,944 per annum, dependent on skills and experience

Duration: Permanent

Location: Putney Bridge SW15

Start Date: TBC


Company Overview:


Loans 2 Go Limited (L2G) is an industry leader in providing alternative, affordable personal loans; we aim to give lines of credit to those who mainstream lenders have neglected. We are growing and adapting fast; with over 20 years of operation nationwide, we have helped hundreds of thousands of customers and the business has transformed from a traditional high-street lender to a multi-channel, online loan provider. We are regulated by the Financial Conduct Authority and fully compliant with our obligations under Consumer Duty. We understand the importance of providing fair and transparent products and services as the key to unlocking a prosperous future for the business. We will continue to adapt, improve, and implement changes where required to improve our people, the business, and the overall quality of our customer experience.


The Role:


This is an excellent opportunity for a Customer Satisfaction Associate to join a thriving business during an exciting period of growth.


Reporting to the Head of Customer Satisfaction and Litigation, the successful candidate will be responsible for helping the firm improve its overall customer experience by suggesting and implementing initiatives that will improve customer satisfaction level and importantly, reduce customer complaints. They will be responsible for handling customer complaints, carrying our root cause analysis on both upheld and rejected complaints and making improvement recommendations to the management team. They will also be a point of contact for customer related issues.


Responsibilities:


  • Investigation, resolution, logging and reporting of customer related complaints.
  • Ensuring complaints are recorded onto the complaint database, reporting and seeing through to completion within the firm’s complaints handling policy and SLA.
  • Driving root cause analysis and corrective actions to a satisfactory close relating to upheld and rejected complaints and issues seen in the market.
  • Performing regular data trending for possible quality issues and initiating and managing all relevant quality investigations.
  • Ensuring the firm’s complaints policies and procedures are updated and adhered to.
  • Championing any new initiatives that are brought into practice making sure they easily become part of the customer experience service delivery.
  • To be an effective communicator and ensure all complaints are acknowledged in a timely manner and customers are kept information throughout the complaint process.
  • To liaise with the department managers on a weekly basis and report on the level of customer complaint resolutions.


Attributes and experience:


  • Experience of working in complaints either within a financial institution or any FCA regulated institution;
  • Extensive knowledge of DISP rules;
  • Excellent communication skills and the ability to develop strong working relationships at all levels, both internally and externally;
  • Experience of data analysis and data trending;
  • Organisational skills and the ability to understand detailed information; and
  • Numeracy skills, with strong IT skills


Some benefits we offer:


  • Hybrid Working Scheme
  • Performance based bonus
  • Up to 33 days holiday
  • Holiday Carryover and Sellback scheme
  • Milestone Service Reward Programme
  • Life Insurance Cover
  • Incapacity Insurance Cover
  • Employee Assistance Programme
  • Refer-a-friend Scheme with financial incentives.
  • Training and advancement opportunities


Hours:


40 hours per week, Monday to Friday between 8am and 6pm.



  • London,, UK, United Kingdom HireWise Full time

    About the roleWe are hiring a Customer Success Associate to join our clients Customer Success team to ensure that all of their current and newly acquired customers have a clear, supported and defined path to success and is responsible for delivering value, improving retention and product adoption. You will own a portfolio of digital self-service customers...


  • London,, UK, United Kingdom Lawhive Full time

    We’re on a mission to make sure everyone has access to the law.Lawhive is an online platform for consumers and small businesses to get legal help for a fraction of the cost of a law firm. Our platform combines regulated human lawyers collaborating alongside the world’s first AI lawyer specifically built for consumer legal work.Equal access to the law is...


  • London, UK, UK, United Kingdom Carriera Limited Full time

    We are seeking an Associate Project Manager to join a highly regarded consultancy based in central London, driving progress on their exciting upcoming hotel projects.As an Associate Project Manager, you will be instrumental in driving the successful delivery of projects on schedule and within budget. In this role, you will foster robust client relationships...


  • London,, UK, United Kingdom Swipe Say Easy Full time

    Enhance Connections: Customer Relationship Specialist Wanted!Are you skilled at building strong relationships and ensuring customer satisfaction?We are seeking a Customer Relationship Specialist to join our team. You'll be responsible for nurturing client relationships and contributing to our company's success.ResponsibilitiesDevelop and maintain...


  • London,, UK, United Kingdom Ecomtent Full time

    Company DescriptionEcomtent is a VC based AI start-up, on a mission to help Sellers and Retailers optimize for the future of AI power search.Ideal Candidate profileThe ideal candidate will be a few years out of university, looking for their first or second job, and ready to join a demanding but exhilarating rocketship. They will be a people person, looking...


  • London,, UK, United Kingdom Bitpace Full time

    Reporting into the CRO, the Head of Customer Success will lead and manage the customer success team, ensuring our clients achieve their desired outcomes while using our crypto payment solutions. This role involves developing strategies to increase customer satisfaction, retention, and growth. The ideal candidate is a proactive leader with deep knowledge of...


  • London,, UK, United Kingdom Harnham Full time

    ASSOCIATE PROJECT DIRECTOR (MARKET RESEARCH)UP TO £60,000LONDON (HYBRID)Harnham are working with a leading healthcare focused research agency on an exciting Associate Project Director role. They're looking for someone with prior experience in managing quant projects looking for a step up.THE ROLE AND RESPONSIBILITIES:As an Associate Director, you'll...


  • London, UK, UK, United Kingdom Pixi Inc. Full time

    Our Company:Pixi was created in 1999 and launched in our Flagship Boutique in Soho, London. Pixi has a loyal worldwide following thanks to its pure, awakening & skin-loving products that create a naturally radiant ‘’just had a good night’s sleep’’ look. Passionate about skincare, Petra creates innovative formulations that are infused with...

  • Sales Associate

    2 months ago


    London,, UK, United Kingdom PAIGE Full time

    We are currently recruiting for Sales Associates to join PAIGE working across our department store concessions, on a Full Time basis. You will have availability across the full week, including weekdays and weekends. We are looking for a passionate and energetic candidate to join us in continuing the success within our partners’ retail stores by managing...


  • London,, UK, United Kingdom Veronica Beard Full time

    The Sales Associate is responsible for assisting customers with their shopping needs and providing them with an exceptional shopping experience. Sales Associates must have knowledge about Veronica Beard merchandise, understand current fashion trends and convey the brand and style.Responsibilities:SALES GENERATION:Assists the customer by wardrobing and...


  • London, UK, UK, United Kingdom Aquent Full time

    Job Title: Legislation Implementation AssociateClient Location: UK RemoteStarting: Jan 2025Salary/Pay Rate: 63,3k pa pro rata (PAYE)Hours: Full-timeDuration: 12 monthsOur travel client is seeking a Legislation Implementation Associate to join their Policy Products team. This pivotal role will focus on implementing and supporting regulatory compliance...

  • Sales Associate

    1 week ago


    London,, UK, United Kingdom Bremont Watch Company Full time

    ABOUT BREMONTBremont is recognised for designing and manufacturing the ultimate tool watch, making timepieces that are highly durable, reliable, and fit for purpose, whatever the environment. Bremont positions itself in the world of adventure and exploration, working with individuals across different fields who epitomise and demonstrate anything being...


  • London,, UK, United Kingdom Pfida Full time

    About Pfida:Pfida is a pioneering Islamic fintech firm that provides financial products and services. We are committed to creating ethical, interest-free financial solutions that meet the needs of our diverse customer base. We prioritise innovation, transparency, and customer-centricity in every aspect of our work.Job Overview:We are looking for a highly...


  • London,, UK, United Kingdom Propel Full time

    We're proud to be partnering with a fast-growing construction technology pioneer backed by top-tier investors and trusted by global construction firms. Their AI-powered platform is revolutionising how construction projects are managed and monitored, bringing unprecedented visibility and efficiency to the industry. With recent expansion into the US market...

  • Customer Success Lead

    4 weeks ago


    London, UK, UK, United Kingdom Metica Full time

    Company OverviewMetica is an AI-based Growth Technology Platform designed specifically for games. Our platform empowers gaming studios and publishers to drive player installs, engagement, and monetisation through advanced personalisation, optimisation, and machine learning technologies. Metica delivers unified growth strategies that enhance in-app purchases...


  • London,, UK, United Kingdom Sastra Group Full time

    Sastra Group is working with a software development start-up that specializes in a compliance traceability solution.One of their key hires is a Director of Customer Success. The Director of Customer Success will be responsible for driving customer satisfaction, retention, and growth by leading our customer success strategy and team. This role requires a...


  • London,, UK, United Kingdom Fidarsi Full time

    Fidarsi are delighted to be partnering with a boutique City based Investment Bank who are looking to hire a Financial Crime Prevention Associate for London, this will report into the Financial Crime Officer and be part of a small compliance team. Due to a small but growing London headcount, everyone is in the London City office 5 days a week.The Financial...


  • London,, UK, United Kingdom UK Bank Full time

    The Corporate Services Associate role will involve overseeing corporate accounts, ensuring compliance with AML/KYC regulations, and managing operations in line with high compliance standards. If you have a strong background in banking operations, customer service, and a solid understanding of financial regulations, we want to hear from you!Key...


  • London,, UK, United Kingdom Pfida Full time

    About Pfida:Pfida is a leading Islamic fintech firm dedicated to providing financial solutions. Our mission is to revolutionise the financial landscape by offering ethical, interest-free products that align with Islamic principles while meeting the needs of our diverse clientele.Job Overview:As a Senior Customer Operations Specialist, you will play a pivotal...

  • Associate Director

    2 weeks ago


    London, UK, UK, United Kingdom Ably Resources Ltd Full time

    Job Purpose To work autonomously, and in close collaboration with other members of the management team, to implement strategic goals of the business for client relationships, project winning and delivery, and business operationsKey ResponsibilitiesBuild and maintain excellent working relationships with clients, team members, colleagues and third...