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- Tasks: Assist users by responding to escalated queries via email and social media.
- Company: ClearScore is the UK's leading credit score app, helping millions manage their finances.
- Benefits: Enjoy flexible work, 25 paid holidays, private health cover, and a dog-friendly office.
- Why this job: Join a user-centric team in a fast-paced fintech environment with opportunities for growth.
- Qualifications: Strong writing skills and some customer support experience in finance are preferred.
- Other info: Embrace a hybrid work model that balances flexibility with team collaboration.
The predicted salary is between 24000 - 36000 £ per year.
Overview We\’re looking for someone to join our Global Customer Support team, with the main focus on processing escalated queries via email. This is a junior-mid role, ideal for someone who\’s at the beginning of their career, with a few years of Customer Service experience in Finance, Financial Services or a related field. If this is something that interests you and you would like to continue growing your career at a fast-paced fintech company, please apply.What you will be doing Working directly with ClearScore users and responding to escalated emails, calls and social media messages, with guidance from more experienced team members.Being the voice of the user, creating an internal feedback loop between the product teams and the customer.Understanding who our ClearScore and DriveScore users are and seeking to exceed their needs.Skills We\’d Love You To Have Strong writing skills – Customer Support Specialists are primarily providing customer service in writing, so this is essential for being successful in this role.Excellent command of English languageSome customer support experience in a Fintech, Financial Services or similar environment is a strong advantageCustomer obsessedPassionate about helping people and resolving queriesKeen attention to detail and analytical skillsTime management and personal organisation skills with the ability to multitaskExperience in working towards service targetsWillingness to learn and experimentExperience using CRM tools like Zendesk is a plusWhy ClearScore? ClearScore is the UK\’s #1 credit score and report app. We are also present in South Africa, Australia and Canada, with more than 20 million users globally and growing fast. Someone joins ClearScore every 20 seconds. We have established relationships with over 50 of the main lenders in the U.K., and have been a trusted tool for customers to manage their credit and make better financial decisions. Since October 2016 we have helped 1.8 million users take out a new credit card or loan. We are user-centric at our core and we believe in leveraging technology to enable positive financial choices. We are design-led and data-driven and we embed these behaviours in everything we do.Our company culture is a fundamental part of all we have achieved. We believe in hiring smart, driven, passionate and diverse people who are keen on having a real impact in our organisation. We trust you to manage your own time so we offer flexible work and no fixed desk hours. We don\\\’t micromanage and we believe in measuring outcomes rather than effort. We have an inclusive culture where all, regardless of seniority, are encouraged to contribute with their ideas, look after their wellbeing and actively seek opportunities for career growth.If you feel like this could be the place for you, apply and our Talent team will be happy to share more.Benefits 25 paid holidays and a \”duvet day\” on your birthdayHybrid Work EnvironmentPrivate health and dental cover – including mental health support through BupaGP office visitsLife assurance schemeUp to 6% matched pensionRegular Lunch and Learns with guest speakersDog-friendly officeDaily breakfast and free snacksAccess to discounts via Cobens ExtrasFree sports and social clubsContinued investment into learning and developmentLeadership-led trainingIn-house psychotherapistFinancial coach to help you plan and achieve your goalsNo clock-watching cultureGenerous maternity and paternity plansCulture and inclusion representativesTransparent pay structure and a career growth planEqual Opportunities ClearScore is committed to providing equal employment opportunities to all qualified individuals. As an equal opportunity employer, we are able to make reasonable adjustments to accommodate individuals with disabilities during the recruitment and selection process. If you require accommodation, please inform us in advance, and we will work with you to meet your needs.Our Hybrid Model We embrace a dynamic hybrid work environment that balances flexibility with collaborative in-person experiences. Our approach is designed to foster innovation, team connection, and individual productivity.Levels 1-5: Minimum 2 days per week in-officeLevel 6 and above: Minimum 3 days per week in-officeWe believe this structure offers the best of both worlds – the flexibility of remote work and the synergy of face-to-face collaboration. Our office days are carefully coordinated to maximise team interactions and learning/ mentorship opportunities.What This Means for You Flexibility to manage your work and lifeDedicated in-office days for team building and collaborative projectsOffice facilities (with plants!) designed for productive interactionsClear expectations and support for maintaining our hybrid scheduleWe\’re committed to creating an inclusive environment that accommodates diverse needs while maintaining our collaborative culture. Join us in shaping the future of work!Note: While we offer flexibility, commitment to our hybrid schedule is an important aspect of our team culture and performance expectations.Inclusion Policy We are always looking for talented individuals to join ClearScore. We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for our people. Please see our People Policy Notice at https://www.clearscore.com/people-notice.
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Customer Support Specialist employer: ClearScore
Contact Detail:
ClearScore Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Specialist
✨Tip Number 1
Familiarise yourself with ClearScore's products and services. Understanding how the platform works and the needs of its users will help you engage more effectively during interviews and demonstrate your customer obsession.
✨Tip Number 2
Brush up on your writing skills, as this role heavily relies on written communication. Practice responding to hypothetical customer queries in a clear and concise manner to showcase your ability to handle escalated issues.
✨Tip Number 3
Gain experience with CRM tools like Zendesk if you haven't already. Familiarity with such platforms can give you an edge, as it shows you're ready to hit the ground running in a customer support environment.
✨Tip Number 4
Network with current or former employees of ClearScore on platforms like LinkedIn. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during the application process.
We think you need these skills to ace Customer Support Specialist
Some tips for your application 🫡
Highlight Your Writing Skills: Since the role focuses on providing customer support primarily through written communication, make sure to emphasise your strong writing skills in your CV and cover letter. Provide examples of how you've effectively communicated with customers in previous roles.
Showcase Relevant Experience: If you have experience in customer service, especially within finance or fintech, be sure to highlight this in your application. Mention specific situations where you resolved customer queries or improved customer satisfaction.
Demonstrate Customer Obsession: ClearScore values a customer-centric approach. In your application, share instances where you went above and beyond to help a customer or contributed to improving customer experiences. This will show that you align with their company culture.
Tailor Your Application: Make sure to tailor your CV and cover letter specifically for the Customer Support Specialist role at ClearScore. Use keywords from the job description and reflect on how your skills and experiences make you a perfect fit for the position.
How to prepare for a job interview at ClearScore
✨Showcase Your Writing Skills
Since the role heavily relies on written communication, be prepared to demonstrate your strong writing skills. You might be asked to respond to a sample customer query during the interview, so practice clear and concise responses that reflect your ability to communicate effectively.
✨Understand the Company and Its Users
Familiarise yourself with ClearScore's services and its user base. Understanding who the users are and their needs will help you articulate how you can contribute to enhancing their experience. Research recent updates or features of the app to show your enthusiasm and knowledge.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and customer service approach. Prepare examples from your past experiences where you successfully resolved customer issues, particularly in a finance-related context. This will highlight your relevant experience and customer-obsessed mindset.
✨Demonstrate Your Willingness to Learn
As this is a junior-mid role, showing a genuine eagerness to learn and grow within the company is crucial. Be ready to discuss how you plan to develop your skills further and adapt to the fast-paced environment at ClearScore. This attitude will resonate well with the interviewers.