Customer Satisfaction Associate

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: This is an excellent opportunity for a Customer Satisfaction Associate to join a thriving business during an exciting period of growth. Reporting to the Customer Satisfaction Team Manager, the successful candidate will be responsible for helping the firm improve its overall customer experience by suggesting and implementing initiatives that will improve customer satisfaction level and importantly, reduce customer complaints. They will be responsible for handling customer complaints, carrying out root cause analysis on both upheld and rejected complaints and making improvement recommendations to the management team. They will also be a point of contact for customer related issues.

Responsibilities:

• Investigation, resolution, logging and reporting of customer related complaints.
• Ensuring complaints are recorded onto the complaint database, reporting and seeing through to completion within the firm’s complaints handling policy and SLA.
• Driving root cause analysis and corrective actions to a satisfactory close relating to upheld and rejected complaints and issues seen in the market.
• Performing regular data trending for possible quality issues and initiating and managing all relevant quality investigations.
• Ensuring the firm’s complaints policies and procedures are updated and adhered to.
• Championing any new initiatives that are brought into practice making sure they easily become part of the customer experience service delivery.
• To be an effective communicator and ensure all complaints are acknowledged in a timely manner and customers are kept informed throughout the complaint process.
• To liaise with the department managers on a weekly basis and report on the level of customer complaint resolutions.

Attributes and experience:

• Experience of working in complaints either within a financial institution or any FCA regulated institution;
• Extensive knowledge of DISP rules;
• Excellent communication skills and the ability to develop strong working relationships at all levels, both internally and externally;
• Experience of data analysis and data trending;
• Organisational skills and the ability to understand detailed information;
• Numeracy skills, with strong IT skills.

Some benefits we offer:

• Hybrid Working Scheme
• Performance based bonus
• Up to 33 days holiday
• Holiday Carryover and Sellback scheme
• Milestone Service Reward Programme
• Life Insurance Cover
• Incapacity Insurance Cover
• Employee Assistance Programme
• Refer-a-friend Scheme with financial incentives.
• Training and advancement opportunities

Hours: 40 hours per week, Monday to Friday between 8am and 6pm.