Customer Service Associate in Manchester

We’re DF Capital – a specialist bank providing award-winning commercial finance, retail finance, and savings products to consumers and small businesses. Based in Manchester, we serve thousands of customers across the UK and into Europe, supporting their ambitions with tailored financial solutions. We help our customers realise their ambitions by doing things differently – combining the agility and innovation of a specialist lender with the security and service standards of a regulated bank.

Our goal is simple: to do the absolute best for our customers, our communities, and each other.

THE ROLE

Our customers are at the heart of everything we do at DF Capital. Working within the Customer Services Team you will be responsible for supporting both our savings and consumer lending customers, with the support of the Customer Services Manager. You will be responsible for ensuring customer queries are dealt with promptly and professionally. You must demonstrate exceptional levels of customer service skills and an ability to communicate with a variety of customers from small to medium sized businesses or consumers of all kinds.

An ideal candidate would have expertise in:

• In-Life Loan servicing
• Finance applications
• Credit card / Mail order
• Complaint resolution or collections with a focus on strong communication, conflict resolution, or negotiation skills

DF Capital is passionate about providing employees with the right training and support to help them excel in their roles and future careers. We are confident that an applicant with the right attitude and drive will succeed in this role.

Other duties may be assigned outside of the following duties and responsibilities:

• Being the first point of contact with our Consumer Lending and Savings customers on the phone and via email and secure message
• Ensure accurate and timely responses to customer queries ensuring service level agreements are met
• Assist customers with account management, including payment processing, account updates and general account queries
• Work closely with the wider business, including the Lending Operations team, Credit, Collections & Recoveries and Change
• Ensure processes are completed efficiently and accurately, including handling customer complaints and tracking them through to closure
• Full working knowledge and adherence to all processes necessary to complete tasks required for effective delivery of department objectives
• Handling early-stage arrears, focusing on getting customers back on track with their payments
• Ensuring vulnerable customers are identified and supported appropriately and being one of the first points of contact for these customers and ongoing support
• Ensuring good customer outcomes are achieved across the team
• Completion of any other tasks requested by the Customer Services Manager that is required to assist in the smooth running of the team

JOB REQUIREMENTS

At the very heart of every DF Capital employee is a shared identity and belief in what we are and what we do. It’s about how we see ourselves and what is important to us. You will live our brand values. As such you will be an approachable, empathetic problem solver, with exemplary communications skills. You will avoid the use of unnecessary jargon and display an adaptable, “can-do” attitude.

Experience

• Good eye for detail
• Ability to organise and work independently
• Customer Service excellence
• Handling, identifying and supporting vulnerable customers
• Experience in regulated complaint handling
• Excellent written and oral communication skills
• Superior problem-solving abilities
• Self-motivated
• Instinctively curious
• Ability to set and manage priorities
• Detail and process-orientated with a focus on accurate and timely outcomes
• Exceptional service orientation
• Ability to operate and help motivate in a team-orientated, collaborative environment
• Able to use data to inform and drive decision making

Benefits:

• 10% Employer pension contribution
• Private medical insurance for you and your partner/spouse
• 30-day annual leave entitlement plus Bank/Public Holidays
• Free Gym Membership
• Discretionary annual bonus
• Discretionary share awards
• Life Assurance
• Income Protection
• Save As You Earn company share acquisition scheme
• Tax efficient salary sacrifice scheme to obtain bicycles and electric vehicles
• 4 days of paid Volunteering leave to support our local communities
• Vibrant office location in the lively city centre of Manchester