Customer Service Agent – Hybrid, Manchester

About the role

You will join a dynamic team of Customer Experience Agents, supporting customers over the telephone in our multi‑channel contact centre. The role is hybrid, with two days a week in our Manchester office, and offers the chance to work in a fast‑moving consumer finance business.

Key responsibilities

• Handle incoming calls, resolve inquiries and provide accurate product information.
• Identify solutions and guide customers to self‑serve channels.
• Address problems, complaints and queries at the first point of contact.
• Offer technical support and troubleshooting for our products and services.
• Maintain up‑to‑date customer records in the database.
• Communicate clearly to understand needs and deliver appropriate solutions.
• Collaborate with teammates and other departments to escalate complex issues.
• Gather and share feedback to improve products, services and processes.
• Follow company policies and regulatory guidelines to ensure compliance.

Required profile

• Proven experience in a dynamic call‑centre environment.
• Solid background in the financial services sector.
• Exceptional verbal communication skills, empathetic and able to handle vulnerable customers.
• Adaptability to fast‑paced, ever‑changing environments.
• Strong organisational and time‑management abilities.
• Comprehensive experience across the entire customer journey.

What we offer

• Competitive salary of £29,000 per year.
• Pension contributions, including Salary Exchange facility.
• Annual bonus potential.
• Private medical cover.
• 25 days annual leave plus UK bank holidays, increasing up to 30 days.
• Birthday off each year as an additional day’s leave.
• Four‑times life‑insurance cover.
• Option to join company health insurance programme (Vitality).
• Confidential Employee Assistance Programme.