At a Glance
- Tasks: Handle customer complaints and deliver effective resolutions with empathy and professionalism.
- Company: Join Jaja, a forward-thinking consumer finance business on a mission to simplify finance.
- Benefits: Competitive salary, annual leave, private medical cover, and birthday off.
- Other info: Collaborative team culture with opportunities for learning and growth.
- Why this job: Make a real impact in a growing company changing the finance industry.
- Qualifications: Experience in customer service and complaint management, strong communication skills.
The predicted salary is between 30000 - 40000 € per year.
About Jaja
Our Mission: Empowering our customers to buy, borrow, and build—driven by tech, fuelled by data, and built for the future.
Our Company Values: Care Deeply, Adapt & Thrive, Challenge everything, Go for it! Own it, Make it Simple.
Jaja is an innovative UK based consumer finance business, leading initially with a digital credit card launched in 2018, and a pipeline of consumer finance solutions in the making. We are on a mission to redefine the consumer finance experience and liberate customers from needless complexity, wasted time and frustration. Or as we say it, Make Simple.
We will delight our customers – making the customer experience simpler, more enjoyable, more intelligent – treating customers fairly and giving them more control of their money.
Why Join Us? This is a chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever. We have a collaborative team structure fueled by an exciting mix of people, welcoming experienced people from the industry with both feet on the ground and tech-savvy dreamers who pave way for the new stuff. Come as you are and be yourself!
This role requires being in our Manchester office 2 days a week, so please only apply if you're comfortably able to meet this requirement (XYZ Building 2, Floor 1, Suite 5, Hardman Boulevard, M3 3AQ).
What’s the opportunity?
This is an opportunity to join a fast-paced, forward-thinking environment where no two days are the same. You will be part of a business driving meaningful change in consumer finance, working alongside passionate colleagues who are committed to delivery, innovation and great customer outcomes. With a varied portfolio of work and the freedom to challenge the status quo, this role offers genuine scope to learn, contribute and make your mark.
Key Accountabilities
- Own customer complaints end-to-end, delivering fair, timely and effective resolutions in line with FCA DISP and good customer outcomes.
- Provide exceptional support via chat, phone and written channels, ensuring clear, fair and empathetic communication aligned to Consumer Duty.
- Manage competing priorities across the customer journey, using sound judgement and problem-solving to deliver effective outcomes.
- Maintain accurate customer data, records and reporting in line with regulatory and company standards.
- Capture and share customer feedback to improve processes, reduce harm and enhance the overall customer experience.
- Take ownership of procedural and technical issues, driving them through to resolution.
- Identify opportunities for process and technology improvements, supporting change initiatives.
- Champion excellent customer experience in every interaction.
- Support the Team Manager with workflow, performance and service delivery to achieve team goals.
- Build strong relationships with clients and suppliers to ensure a seamless customer journey.
- Consistently meet quality and compliance standards, including FCA DISP requirements.
- Promote a collaborative team culture, ensuring timely delivery and shared success.
- Stay up to date on products, services and developments to adapt quickly and contribute to continuous improvement.
Essential Skills and Experience
- Experience in a customer service or contact centre environment.
- Proven experience managing customer complaints with confidence and professionalism, with a strong understanding of FCA DISP complaint-handling requirements.
- Experience working within the financial services sector, with an awareness of Consumer Duty and the importance of delivering good customer outcomes.
- Strong communication and stakeholder management skills, with the ability to build trust and influence positively.
- A strong track record of delivery in demanding environments, with the ability to manage competing priorities effectively.
- Confidence working in a fast-paced, evolving environment where adaptability is key.
- Experience using key operational technologies, such as credit card processing platforms and a variety of customer contact solutions.
- Excellent organisational and time-management skills.
- Experience working across different stages of the customer journey.
- An interest in technology, optimisation and automation, with a mindset focused on continuous improvement.
- Flexibility to work shifts within the team’s operating hours of 8am to 8pm, Monday to Saturday.
What's in it for you?
- The chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever.
- Competitive salary.
- Pension contributions, including Salary Exchange facility.
- Annual bonus potential.
- Private medical cover provided by Vitality (optional benefit).
- 25 days annual leave (FTE) plus UK bank holidays (with an additional day added for each full calendar year worked, up to a maximum of 30 days).
- Your birthday off each year as an additional day's holiday.
- 4x life insurance cover.
- Access to our confidential Employee assistance programme.
Customer Complaints Agent in Manchester employer: JaJa Finance Ltd
Jaja is an exceptional employer that fosters a collaborative and innovative work culture, where employees are empowered to make a real impact in the evolving consumer finance landscape. With a focus on employee growth, competitive salaries, and generous benefits including private medical cover and additional annual leave for long service, Jaja offers a supportive environment that values individuality and encourages continuous improvement. Located in Manchester, the company provides a dynamic workplace that thrives on diversity and creativity, making it an attractive choice for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Complaints Agent in Manchester
✨Tip Number 1
Get to know Jaja and its mission! Research the company values and think about how your experience aligns with their goal of making finance simple. This will help you stand out in interviews.
✨Tip Number 2
Practice your communication skills! Since you'll be handling customer complaints, being clear and empathetic is key. Role-play common scenarios with a friend to boost your confidence.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past where you turned a negative customer experience into a positive one. This will demonstrate your ability to adapt and thrive.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're keen on joining our team and ready to make an impact in the consumer finance world.
We think you need these skills to ace Customer Complaints Agent in Manchester
Some tips for your application 🫡
Show Your Passion for Customer Service:When writing your application, let us see your enthusiasm for helping customers. Share examples of how you've gone above and beyond to resolve complaints or improve customer experiences. We love candidates who care deeply about making things simple for our customers!
Tailor Your Application:Make sure to customise your application to reflect the key skills and experiences mentioned in the job description. Highlight your understanding of FCA DISP requirements and your experience in a fast-paced environment. This shows us you’re serious about the role and understand what we’re looking for.
Be Clear and Concise:We appreciate straightforward communication, so keep your application clear and to the point. Use bullet points where possible to make it easy for us to read through your qualifications and experiences. Remember, simplicity is key!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it gives you a chance to explore more about Jaja and our mission!
How to prepare for a job interview at JaJa Finance Ltd
✨Know Your Stuff
Before the interview, make sure you understand Jaja's mission and values. Familiarise yourself with their approach to customer complaints and how they aim to simplify the consumer finance experience. This will show that you're genuinely interested in the company and its goals.
✨Showcase Your Experience
Be ready to discuss your previous experience in customer service or complaint handling. Prepare specific examples of how you've managed difficult situations, demonstrating your understanding of FCA DISP requirements and your ability to deliver fair and effective resolutions.
✨Communicate Clearly and Empathetically
During the interview, practice clear and empathetic communication. Jaja values treating customers fairly, so highlight your ability to connect with people and resolve issues while maintaining a positive attitude. This will reflect your alignment with their customer-centric approach.
✨Ask Thoughtful Questions
Prepare some insightful questions about the role and the team culture at Jaja. Inquire about how they handle feedback from customers and what opportunities there are for process improvements. This shows your proactive mindset and genuine interest in contributing to their mission.
