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 bonus, private medical cover, and generous holiday allowance.
- Other info: Collaborative team culture with opportunities for personal growth and development.
- Why this job: Make a real impact in a growing company changing the consumer finance landscape.
- Qualifications: Experience in customer service and managing complaints, with 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!
Location requirement: 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).
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
At Jaja, we pride ourselves on being an exceptional employer that empowers our employees to thrive in a dynamic and innovative environment. With a strong focus on collaboration and personal growth, we offer competitive salaries, generous annual leave, and unique benefits like birthday leave and private medical cover. Our Manchester office fosters a culture of inclusivity and creativity, making it an ideal place for those looking to make a meaningful impact in the consumer finance industry.
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 during interviews.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customer complaints, role-play scenarios with friends or family to get comfortable with empathetic and clear responses. It’s all about showing you care deeply!
✨Tip Number 3
Be ready to showcase your problem-solving skills. Think of examples from your past experiences where you turned a complaint into a positive outcome. This will demonstrate your ability to adapt and thrive in challenging situations.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of our innovative team at Jaja.
We think you need these skills to ace Customer Complaints Agent in Manchester
Some tips for your application 🫡
Show Your Passion for Customer Care: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!
Be Clear and Concise:Keep your application straightforward and to the point. Use simple language to explain your experience and skills, especially those related to complaint handling and customer service. Remember, we’re all about making things simple!
Tailor Your Application:Make sure to customise your application to reflect our values and mission. Highlight any relevant experience in financial services and your understanding of Consumer Duty. Show us how you can adapt and thrive in our fast-paced environment!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Don’t miss out on the chance to join our innovative team!
How to prepare for a job interview at Jaja Finance
✨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 complaints effectively, especially in line with FCA DISP requirements. Highlight your ability to communicate clearly and empathetically, as this is crucial for the role.
✨Demonstrate Problem-Solving Skills
Think of scenarios where you've had to manage competing priorities or resolve complex issues. Be prepared to share these stories during the interview, showcasing your sound judgement and problem-solving abilities. Jaja values adaptability, so emphasise how you thrive in fast-paced environments.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team culture, ongoing training opportunities, or how Jaja measures success in customer interactions. This not only shows your interest but also helps you gauge if the company is the right fit for you.
