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Customer Care Officer

  1. Full time
  2. Leeds
  3. Customer Service & Operations

Up to £25,000 (DOE)

Expiry date: 19/04/2024

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Job description

This vacancy has now expired. Please see similar roles below...

Are you passionate about delivering outstanding customer service? Do you have great communication and listening skills? Are you someone who builds relationships easily with others, making them feel valued and supported?

If your answer is 'yes' to all of these, keep reading.  

Want to know a little about us?

At Novuna Consumer Finance, we provide fast, flexible finance solutions for some of the UK's biggest retail brands.  Whether customers are buying furniture for their new home, an important piece of jewellery, or home electrical goods, we're passionate about delivering phenomenal customer experiences.  

We're proud to be a Top 50 Inclusive employer. We're a signatory of the Women in Finance and the Race at Work Charter and we're Disability Confident Committed

What does the role involve?

We are looking for customer-focussed Complaints Officers to join our Customer Care team on 12-month and 6-month fixed-term contracts. This is a hybrid position, with a minimum of 1 day per week in the Leeds office. The start date for this role is Monday 10th June 2024.

An integral part of our Consumer Finance division, the Customer Care team are responsible for investigating and resolving both customer complaints and Section 75 claims, ensuring the highest possible standard of service is provided to our customers. You will be responsible for making sure every customer receives a positive customer experience on every contact, and that all customers receive a fair outcome.

Some of your key duties will include:

  • Deliver and demonstrate fair customer outcomes to all Novuna customers
  • Investigate and resolve customer complaints and merchandise claims, both verbally and in writing
  • Responsible for highlighting opportunities, red flags, and trends for analysis so our customer experience and outputs can be improved
  • Capture and accurately record complaint MI to help improve our customer experience

What are we looking for?

You must be able to demonstrate a true passion for delivering outstanding customer service ideally in a Financial Services setting, if you have knowledge of the end-to-end complaints process that would be beneficial too.  Most importantly, you will be someone who can demonstrate empathy and trust, making every customer feel valued and supported.  

Also, we're looking for the following: 

  • Building strong relationships with colleagues and customers
  • Planning your own day and prioritise work effectively
  • Completing tasks following defined process with strong attention to detail
  • Section 75 Knowledge is desirable 

What can we offer you?

At Novuna we take our people promise seriously. If you join us, you'll have a chance to make a difference, opportunities to learn, and time to shine.

In addition to a market-benchmarked salary and excellent bonus scheme, our offer to you includes:

  • Flexible hybrid working
  • 25 days' holiday, plus bank holidays and the option to buy/sell 5 days
  • Full wellbeing package including BUPA, digital GP service, 24/7 employee assistance, plus wellbeing events throughout the year

What's the next step?

Interested?  Start your application today and see what Novuna can offer you. 

Novuna has been named one of the top 50 most inclusive employers for the fourth year running and this is also reflected in our recruitment process. We are committed to ensuring our application process is inclusive and accessible to all candidates.

We're Disability Confident Committed, so if you're a person with a disability, if you're neurodivergent, or if you have a condition that you believe may affect your performance during our selection process, we'll be happy to make reasonable adjustments to our processes for you.

 

 

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