Customer Service Officer

A bit about the role...

The Customer Service role is responsible for providing potential and existing customers with support to enhance good customer outcomes and satisfaction with our company. You will interact on a one-to-one basis building relationships and loyalty to our customers and suppliers. Working in conjunction with other departments to provide an outstanding service during the complete journey from application to live agreements and meeting the overall needs of the business. You will be joining our expanding and friendly team, who are committed to making a positive difference in sustaining the support for our Suppliers and Customers.

The Customer Service Officer role is the virtual face of Propensio and serves as the first point of contact for customers and introducers seeking to obtain advice and support.

This is a chance to join our fast growing, innovative organisation with a real passion and purpose for our network. The role is critical to business success ensuring brand loyalty to one customer at a time. It is also an excellent opportunity for those wishing to expand their knowledge of the finance sector with the role a potential stepping stone to other more specialised areas.

A bit about you…

Whilst our day job is to deliver first class customer service to our customer and supplier network across the UK, you will be used to working at pace and "spinning several plates" at once, whilst demonstrating excellent organisational, administration and attention to detail and you will always be looking for ways to improve and innovate.

You'll be comfortable supporting your team with daily challenges and ad-hoc duties as required. You are the virtual ‘Face of Propensio’. If you like talking to and helping people, this role would offer great job satisfaction.

As an experienced customer Service professional, you’ll understand how to manage challenging conversations, vulnerable and difficult customers, demonstrating a professional attitude on all calls. You will be proficient in the use of Microsoft Office packages including Outlook, Word and Excel and be able to produce quality documents as and when required.

Who are we?

Propensio Finance plays a central role in in the Consumer Finance Industry, as one of the top Home Improvement Lenders in the UK. We have the appetite, influence, expertise and resource to drive positive market change, and our mission is to ensure more people have availability to funds to improve lives through lending.

What we offer…

· A starting annual salary of £23,500 for 35-hour week, (between the hours of 9-6 Mon-Fri. Weekend and Bank holiday work on a rota basis.)

· 25-days annual leave entitlement, plus bank holidays (lieu day if worked)

· Extra day holiday for each full year worked (up to 5 extra days)

· Free onsite parking

· An employee assistance programme, financial wellbeing support and access to many great discounts with leading high street names.

· Salary sacrifice scheme

· Professional memberships subscriptions where appropriate to the role and the business

· 4 x salary life assurance cover

· Scottish Widows workplace Pension contribution

Responsibilities

· Ensuring customer queries are answered to their satisfaction.

· Inbound and outbound calls

· Using computerised systems to access and update the details of our customers.

· 1st point of contact for customer complaints.

· Escalating problems to a senior member of the team

· Providing information to new and existing customers and introducers

· Processing payments, when necessary

· Performing administrative tasks as assigned by the Line Manager

· Apply all aspects of the desired consumer outcomes of Treating the Customers Fairly (TCF) and Consumer Duty

Requirements

· Outstanding communication & listening skills.

· Educated to GCSE level in both Maths and English.

· 2+years’ experience in a Customer Facing role.

· Excellent customer service skills.

· The integrity to respect private and confidential information.

· The ability to work to targets and deadlines.

· The capacity to work well in a high-pressure work environment.

· Attention to detail.

· Excellent active listening skills.

· Patience & Resilience.

· A professional telephone manner.

· High quality computer and numeracy skills.

Job Types: Full-time, Permanent

Pay: From £24,000.00 per year

Benefits:

• Company events
• Company pension
• Free parking
• Health & wellbeing programme
• Life insurance
• On-site parking

Ability to commute/relocate:

• Rotherham S63 7ER: reliably commute or plan to relocate before starting work (required)

Education:

• GCSE or equivalent (preferred)

Experience:

• customer service: 1 year (preferred)
• telephone based customer service: 1 year (required)
• Financial services: 1 year (preferred)

Work authorisation:

• United Kingdom (required)

Location:

• Rotherham S63 7ER (preferred)

Work Location: In person