At a Glance
- Tasks: Deliver exceptional customer service and support collections activities.
- Company: Join a leading fintech reshaping digital payments in the UK.
- Benefits: Collaborative team environment with opportunities for growth and innovation.
- Other info: Fast-paced role with a focus on empathy and problem-solving.
- Why this job: Make a real impact on customer experiences and operational improvements.
- Qualifications: Experience in financial services or customer operations, strong communication skills.
The predicted salary is between 27000 - 33000 £ per year.
We Dream. We Design. We Deliver.
hummgroup
(ASX-HUM) is one of Australasia’s most successful and enduring fintech organisations with a proud legacy of rewriting the playbook for digital spending.
We help people buy everything, everywhere, every day.
Our product ecosystem of buy now pay later, credit cards, and business financing products has been designed around the core needs of today's shoppers, retailers, and small and medium enterprises.
Humm Group Ltd is the UK subsidiary which is responsible for the proposition launched into the UK market.
About the Team
Our UK Operations team is responsible for delivering exceptional customer experiences across the entire customer journey.
From helping customers with everyday enquiries to supporting those experiencing financial difficulty or vulnerability, we are committed to treating every customer fairly and providing practical solutions that make a difference.
About the Role
The role will play a key part in delivering excellent customer service, supporting collections activities, and identifying opportunities to improve customer and operational outcomes.
What Does an Average Day Look Like?
You would be
- Deliver exceptional customer service across the full customer lifecycle.
- Handle customer, retailer, and collections enquiries through multiple channels, providing timely and effective resolutions.
- Support the ongoing maintenance and enhancement of collections strategies.
- Identify opportunities to improve customer experiences and operational efficiencies.
- Work collaboratively with internal stakeholders to ensure compliance with regulatory obligations and fair customer outcomes.
- Escalate and resolve complex customer issues, ensuring appropriate support is provided.
About You …
You're passionate about helping customers and delivering positive outcomes.
You bring strong communication skills, sound judgement, and a customer-first mindset.
You thrive in a fast-paced environment, enjoy solving problems, and can balance empathy with commercial and regulatory requirements.
We’re also looking for someone who also has
Essential
- Experience within UK financial services, customer service, collections, or customer operations.
- Understanding of Consumer Duty and fair customer treatment principles.
- Strong communication and relationship-building skills.
- Ability to manage multiple priorities and work effectively in a fast-paced environment.
- Empathy and resilience when supporting customers through challenging circumstances.
Desirable
- Knowledge of collections strategies and lifecycle management.
- Experience working with digital customer service tools, including live chat.
- Experience developing online customer help content or FAQs.
- Experience using customer service or collections platforms.
Why Join Us?
- Be part of a growing fintech shaping the future of digital payments in the UK.
- Work in a collaborative and supportive team environment.
- Have the opportunity to influence customer experience and operational improvements.
- Join a business that values innovation, ownership, and continuous learning.
Customer & Collections Officer employer: humm group
At hummgroup, we pride ourselves on being an exceptional employer that champions innovation and growth within a vibrant and inclusive culture. Our commitment to flexible working arrangements ensures a genuine work-life balance, while our focus on leadership, accountability, and collaboration fosters an environment where diverse perspectives are valued. As the General Counsel for our UK, Ireland, and Canada operations, you will have the unique opportunity to shape legal and regulatory strategies in a fast-paced, product-driven business, all while contributing to meaningful change in the financial services sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer & Collections Officer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at humm group. 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 humm group 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 Customer & Collections Officer
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 humm group:Your cover letter is your chance to shine! Tell us why you want to work at humm group 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 humm group!
How to prepare for a job interview at humm group
✨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.
