Customer Experience Advisor

Do you thrive supporting and helping others? Fancy joining an award-winning customer-obsessed team? Don't want to work weekends… no problem! 

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?

As a Customer Experience Advisor, you will serve as the primary point of contact for our customers through multiple communication channels, including phone and email. Some of our customers may be experiencing financial difficulty and your role will be to help decide how we can best support them, ensuring they feel satisfied with our service. You will be discussing payment options, agreeing payment plans and providing solutions to help customers get back to financial health. 

Our contact centre is open Monday – Friday 8.45am - 5:15pm, and as a full-time Customer Experience Advisor you'll be working 37 hours per week during these timeframes.  

Some of your key duties will include:

• Actively listening to customers to understand their needs, answer their questions, and resolve any issues to their satisfaction
• Becoming a subject matter expert of our products and services to be able to best support customers, offering guidance and showing understanding
• Working collaboratively with the wider team to always ensure fair customer outcomes are met
• Dealing with customer complaints and finding resolutions to problems, displaying empathy at all times

What are we looking for?

You are positive and enthusiastic, with a friendly and upbeat demeanour when interacting with our customers.  You are comfortable working in a fast-paced environment, with the ability to adapt and adjust your approach to different situations accordingly. You have strong problem-solving skills and can think on your feet when it comes to resolving customer issues and handling difficult situations in a calming nature. 

Also, we're looking for the following: 

• Customer-centric mindset to deliver exceptional service and create positive experiences for customers
• Excellent interpersonal skills including verbal and written communication 
• Ability to handle difficult and challenging situations with empathy and professionalism 
• Trustworthy team player who is able to build rapport quickly 

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?

If you are passionate about providing outstanding customer service and believe you have what it takes to excel in this role, start your application today and see what Novuna can offer you. 

The application process consists of 3 stages:

• Customer-focused questionnaire – designed to help us best understand you and the approach you take when dealing with customers
• Recorded video – asking why you want to be a Customer Experience Advisor at Novuna and looking for some great examples of excellent communication, where you have shown empathy, resilience and adaptability in previous roles
• Face-to-face interview and written exercise – coming in to meet us is a great way to feel the culture of Novuna and ensure that the role is exactly what you were hoping for, whilst also assessing your written communication and potential to work within our company values of Harmony, Sincerity and Pioneering Spirit!

You will be joining an award-winning team who love to celebrate and promote success. If this sounds like something you'd love to be part of then what are you waiting for?

Interviews will be taking place Tuesday 24th September - Thursday 26th September 2024. The start date will be Monday 4th November 2024.

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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