At a Glance
- Tasks: Manage client relationships, resolve issues, and coordinate software releases in a dynamic environment.
- Company: Join Finova, the UK's leading lending and savings tech provider, driving innovation in finance.
- Benefits: Enjoy hybrid working, private medical insurance, flexible holidays, and gym discounts.
- Other info: Work in a supportive culture with opportunities for personal and professional growth.
- Why this job: Be part of a team shaping the future of UK lending while developing your career.
- Qualifications: Experience in client management and strong communication skills are essential.
The predicted salary is between 33075 - 40425 £ per year.
About Finova
Finova is the UK's leading lending and savings technology provider, supporting one in every five mortgages nationwide. Our agile, cloud-native solutions enable over 60 banks, building societies, specialist lenders, equity release providers and a network of 2,400+ brokers to stay ahead in a competitive market. Built on open architecture and backed by deep industry expertise, our platform is designed to scale. Each year, we process over £50 billion in loans, manage nearly £50 billion in savings, and support the digital servicing of more than 650,000 UK borrower accounts. Be part of a team that’s driving innovation, enabling growth and shaping the future of UK lending.
About you:
- Background: Client/customer relationship experience, ideally within Software Delivery or Financial Services. Knowledge of service desk operations and what constitutes "world-class service" is a distinct advantage.
- Communication & Empathy: Exceptional written, verbal, and listening skills with demonstrable customer empathy and the ability to tailor your approach to different client contracts and ways of working.
- Mindset: A calm, organized, and methodical approach to a fast-paced, demanding environment, ensuring clients have full confidence in our actions.
- Technical Proficiency: Strong working knowledge of Microsoft Office (especially PowerPoint and Excel) or Google Workspace equivalents. Experience using JIRA Service Management is a bonus.
What will you be doing?
- Client Management: Prepare and deliver monthly or quarterly service reviews for your clients (typically tier 3 Lenders), conducting regular touchpoints to build strong, valued relationships.
- Issue Resolution: Champion client priorities by tracking problems and hotspots. Collaborate with the Finova Service & Reliability team to ensure issues are prioritized and resolved promptly.
- Release Coordination: Plan, coordinate, and oversee L1 release deployments (e.g., product catalogue changes). Align resources, manage client communications, and ensure compliance with internal processes (requires occasional early evening and very rare weekend activity).
- Production Oversight: Maintain full visibility of production activities for allocated clients, including patches, major incidents, and Cloud Ops-managed tests (DR, Pen testing), ensuring all data is provided for the CAB process.
- SLA Management: Drive resolutions within SLAs, escalating blocked issues beyond the first-line team, and working with Service Desk Managers to continuously improve performance metrics.
What We Offer:
- Hybrid working: We operate on a hybrid model that is primarily office-based, requiring three days in the office each week, with the flexibility to work remotely for the remainder.
- Private medical insurance: Comprehensive health cover, with the option to add your family to your plan, because your well-being matters to us.
- Life assurance & income protection: We provide life assurance and income protection to give you peace of mind for the future.
- Family friendly policies: Our enhanced family-friendly policy goes beyond maternity and paternity leave, offering paid time off for when plans change or alternative paths to parenthood are needed.
- Work from anywhere: Some thrive in the office, others at home — and many do best with choice. With approval, Finova employees can work abroad for up to 4 weeks each year.
- Flexible holiday package: Enjoy 25 days paid holiday allowance, plus all public holidays. And, you can rebook any public holidays for a day that aligns with your personal beliefs or celebration calendar. We also offer holiday trading allowing you to purchase or sell your holiday allowance.
- Company pension scheme: With salary exchange, you save on tax and can build a secure future.
- Employee assistance programme: We understand that mental health is just as important as physical health. Access to a 24/7 confidential counselling helpline ensures you have support when you need it.
- Electric car scheme: Get a brand-new electric vehicle with salary sacrifice as a benefit, paid for through your gross monthly pay, saving on Income Tax and National Insurance.
- Health cash plan: Our Health Cash Plan empowers you to prioritise your wellbeing by providing effortless reimbursement for everyday healthcare costs, from dental and optical visits to physiotherapy.
- Gym discounts: Achieve your fitness goals for less with GymFlex, which offers significant savings on annual memberships at over 3,000 gyms and leisure centers nationwide.
- Perks that matter: We fuel your day with a fully stocked pantry of fresh fruit and snacks and keep the team spirit high with weekly socials and events.
Equal Opportunity Statement: We value diversity and are committed to creating an inclusive environment for all employees. If you’re passionate about this role but don’t meet all the criteria, please reach out, we’d love to discuss how your skills and experiences align with our needs.
Associate Service Delivery & Release Manager Customer Support · Cheltenham employer: finova
Finova is an exceptional employer, offering a dynamic work culture that prioritises innovation and employee well-being. With a hybrid working model, comprehensive health benefits, and a commitment to professional growth, employees are empowered to thrive both personally and professionally in the vibrant city of Manchester. The company's focus on flexibility, inclusivity, and support for family-friendly policies makes it an attractive choice for those seeking meaningful and rewarding employment in the fintech sector.
StudySmarter Expert Advice🤫
We think this is how you could land Associate Service Delivery & Release Manager Customer Support · Cheltenham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at finova. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like finova before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Associate Service Delivery & Release Manager Customer Support · Cheltenham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to finova:Your cover letter is your chance to shine! Tell us why you want to work at finova specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at finova!
How to prepare for a job interview at finova
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
