At a Glance
- Tasks: Support customers through calls, resolving inquiries and providing technical assistance.
- Company: Join Jaja, a forward-thinking UK consumer finance business.
- Benefits: Competitive salary, annual leave, private medical cover, and bonus potential.
- Other info: Enjoy a culture of continuous learning and career growth opportunities.
- Why this job: Make a real impact in a dynamic environment while helping customers manage their finances.
- Qualifications: Experience in call centres and strong communication skills required.
The predicted salary is between 25000 - 30000 £ per year.
- Customer Service Agent
- Hybrid, 2 days per week in office
- Manchester, XYZ Building 2, Floor 1, Suite 5, Hardman Boulevard, M3 3AQ
- Operations
- Full Time
- £29,000
Who we are
Jaja is a UK-based consumer finance business with a simple mission: to empower customers to buy, borrow and build using smart tech, strong data, and clear design.
We launched our digital credit card in 2018 and we're continuing to grow, with new products and experiences in the pipeline.
Our goal is to strip out unnecessary complexity and give people more control over their money - or as we put it, Make Simple.
Our values guide how we work: Care Deeply.
Adapt & Thrive.
Challenge Everything.
Go For It.
Own It.
Make It Simple.
We're scaling quickly, and there's a lot of exciting change happening across the business.
Customer Experience Agent
You will join a dynamic team of Customer Experience Agents, supporting customers over the telephone in our multi-channel contact centre.
By fostering a culture of continuous learning and adaptability, we empower our agents to provide exceptional support, no matter the platform.
If you're passionate about delivering outstanding customer experiences and thrive in a dynamic environment, we want you on our team!
High levels of customer engagement are required so you will need excellent communication skills, making use of various methods of communication available to manage this throughout every interaction.
In accordance with process, you will need to work to agreed SLA’s and work with your Team Manager to make recommendations to improve processes.
What’s the opportunity?
You will work in a dynamic, fast paced environment, working with a passionate set of colleagues who excel at delivery you will have a varied and interesting role that is not constrained by the status quo.
- Key Accountabilities
- Handling Customer Inquiries: Efficiently manage incoming calls resolving customer inquiries and provide accurate information about our products and services.
- Supporting Customers: Identify solutions and explain alternative channels to enable customers to self-serve.
- Resolving Issues: Quickly address customer problems, complaints, and queries at the first point of contact, ensuring a positive customer experience.
- Providing Technical Support: Offer technical support and troubleshooting assistance regarding our products or services.
- Customer Relationship Management: Maintain and update customer records in the database, ensuring accurate documentation of interactions.
- Effective Communication: Communicate clearly and effectively with customers to understand their needs and provide appropriate solutions.
- Collaboration: Work with team members and other departments to escalated complex issues and improve service delivery.
- Continuous Improvement: Gather and share customer feedback to help improve products, services, and processes.
- Adhering to Policies: Follow company policies and regulatory guidelines to ensure compliance and maintain high quality assurance and service standards.
Essential Skills And Experience
- Proven Call Centre Experience: Demonstrated success in dynamic call centre environments.
- Financial Services Expertise: Solid background in the financial services sector.
- Exceptional verbal Communication Skills - Empathetic, a good listener, ability to handle calls with vulnerable customers
- Adaptability: Thrives in fast-paced, ever-changing environments.
- Organizational Mastery: Strong organizational and time-management skills.
- Customer Journey Insight: Comprehensive experience across the entire customer journey
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
- 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 leave
- 4x life insurance cover
- Option to join our company health insurance programme, provided by Vitality
- Access to our confidential Employee assistance programme
- #J-18808-Ljbffr
Hybrid Customer Experience Specialist - Financial Services in Manchester employer: Jaja Finance
Jaja Finance is an excellent employer that fosters a collaborative work culture, where data-driven innovation thrives. Employees benefit from competitive salaries, private medical cover, and generous annual leave, all while working in a dynamic environment that encourages professional growth and development. Located in a vibrant area, Jaja Finance offers unique opportunities to engage with both tech and business teams, making it an ideal place for those looking to make a meaningful impact in the finance sector.
StudySmarter Expert Advice🤫
We think this is how you could land Hybrid Customer Experience Specialist - Financial Services in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Jaja Finance. 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 Jaja Finance 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 Hybrid Customer Experience Specialist - Financial Services in Manchester
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 Jaja Finance:Your cover letter is your chance to shine! Tell us why you want to work at Jaja Finance 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 Jaja Finance!
How to prepare for a job interview at Jaja Finance
✨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.
