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Customer Solutions Specialist

4 months ago

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

Company: Loans 2 Go Ltd

Role: Customer Service and Collections Advisor

Salary: £26,350.00 to £34,255.00 pa, dependant on experience and skills

Start Date: January 2024

Duration: Permanent with advancement opportunities

Location: Putney Bridge, 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:

The Customer Solution Specialist's primary function, within a larger Customer Solutions Team, is to optimise customer experience through proactive and effective customer engagement while combining top-class customer service, negotiation, and rapport building. Important to the role is the ability to show the ability to empathetically, and competently work with vulnerable customers.

Through these evidenced skill sets, a CSS will be able to explore and negotiate towards good outcomes for customers experiencing varying levels of financial difficulty and vulnerability, while showing due care and diligence and adhering to regulatory and company guidelines.


What you will be doing:

  • Partaking in a 4-6 week, in-house, onboarding and training scheme

(GradBay) where you will be given the opportunity to display your skills

and learn about the business.

  • Handling calls with customers in a variety of financial situations and solve

problems by being able to draw upon procedural knowledge and your own

professional experience handling difficult conversations.

  • Working with vulnerable customers in a variety of circumstances.
  • Negotiating repayment plans and utilising your previous collections

experience.

  • Operating multiple systems, including our own, in-house software,

Microsoft applications, while maintaining a high level of customer service.

  • Proving your understanding of our departmental approach to quality over

quantity – putting customer experience and compliance first.

  • Actively providing feedback to your line manager where you will be

encouraged to suggest improvements to processes and float ideas for

positive change.

  • As well as receiving feedback, you will be encouraged to self-evaluate and

identify your own areas of development that your line manager can

support you with.

  • Communicating through varying channels with our customer-base,

including telephone, email, or letter, and demonstrating a good standard

of literacy while doing so.

  • Putting your own stamp on the customer service you provide, drawing on

your excellent track record and experience, as well as the guidelines and

feedback provided to you.

  • Carving your own path to progression through the quality of work you

deliver.


What you need to do 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 on every call, even under

pressure.

  • The ability to use your professional experiences to integrate into a diverse

and equally talented workforce from day one.

  • 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.

  • Understand the needs of your colleagues and support them where needed.
  • 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.


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 Scheme
  • Annual flu jab vaccination
  • Milestone Service Reward Programme
  • Life Insurance Cover for all employees with 12 months+ service
  • Incapacity Insurance Cover for all employees with 12 months+ service


Hours of work:

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