Customer Service Administrator

2 months ago

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

Company: Loans 2 Go Ltd

Role: Customer Service Administrator

Salary: up to £31,180 pa, dependent on experience and skills

Start Date: 15th August 2024

Contract: Full time, Permanent

Location: London SW15


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 role will primarily include supporting customer inquiries received via email or webchat. Our aim would be to support existing customer service and financial difficulty inquiries. As an omnichannel service provider, you will be expected to utilise several digital channels to complete daily tasks, including responding to customers appropriately via email, letter, SMS, and WhatsApp. You may also need to apply manual tracing to identify up-to-date customer information when needed.

The role is administrative-based and requires an excellent understanding of written English as well as the ability to adapt to an ever-evolving landscape.

We require an individual who is enthusiastic, willing to learn, self-motivated, and takes pride in their work.


This role does not offer a visa sponsorship and the candidate is required to hold a right to work.


What will you be responsible for:

  • Effective management of online communication forum and all relevant email inboxes
  • Effectively communicate with third party debt purchasers to resolve queries fast and efficiently
  • Processing payments and handling transactions through digital means
  • Demonstrating industry and regulatory standards on all calls/emails to deliver a positive outcome for both customer and business
  • Actively identify a variety of vulnerabilities and make well-informed decisions on appropriate forbearance steps.
  • Negotiating the repayment of outstanding arrears owed by Loans 2 Go customers
  • Working with customers to identify and arrange suitable and sustainable payment plans which match their current financial circumstances
  • Acting with due care where a customer is identified as being vulnerable, and ensuring forbearance is applied where applicable
  • Completing comprehensive Income & Expenditure documentation with consumers


What you need to succeed:

  • Related experience in account management – collections account management experience and exposure to working with vulnerable customers is a plus, but not a requirement, we can train you if you have the qualities to succeed (Bonus points for experience in regulated environments).
  • A history of, and desire to work with vulnerable customers, understanding the level of care and attention this requires.
  • A commitment to delivering exceptional customer service above all, every day.
  • A solution driven approach to problem solving, even under pressure.
  • Demonstrate high standards of organisation and evidence abilities to meet deadlines and on the job demands daily.
  • Start as you mean to go on; establish long-term reliability from the outset by being punctual and present when needed.
  • Demonstrate procedural understanding by delivering a quality of work that meets strict compliance standards.
  • Be flexible, willing to assist and expect the same in return.
  • Demonstrate true empathy in all aspects of the role.
  • Drive to progress, learn and take control of your own development, inside and outside of work.
  • From day one, engage inquisitively with our Head of Learning and Development to learn and understand what Loans 2 Go represents and what we want to deliver.


How we will help you succeed:

  • Provide comprehensive training in the form of 4-6 weeks in our GradBay supported learning program.
  • Continual, regular feedback on your progress and performance from your Team Manager.
  • Annual Appraisal to recognise your achievements and map out your personal development.
  • Job stretch to show off your skills and ability to progress.
  • We will give you the freedom to be yourself, free of scripts, to be a real person helping real people.
  • Provide clearly defined departmental goals and values to keep you moving in the right direction.


Work timings:

Shift pattern work between 8am and 6pm, Monday to Saturday, 40 hours per week.


Some benefits we offer:

  • Hybrid Working Scheme available whereby eligible employees will be working from their UK homes and the office as and when requested to do so, as per the business needs.
  • Performance based bonus
  • Up to 33 days holiday
  • Accrued Holiday Sellback and Carryover Scheme
  • Milestone Service Reward Programme
  • Life Insurance Cover for all employees with 12 months+ service
  • Incapacity Insurance Cover for all employees with 12 months+ service

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