At a Glance
- Tasks: Support customers with financial queries and provide exceptional service.
- Company: Join a leading financial services firm with a focus on customer care.
- Benefits: Enjoy 25 days holiday, company equity, and performance bonuses.
- Other info: Dynamic team environment with fun social events and growth opportunities.
- Why this job: Kickstart your career in operations while making a real difference for customers.
- Qualifications: Strong communication skills and a willingness to learn.
The predicted salary is between 24833 - 30351 £ per year.
This is an entry-level role for someone who wants to start a career in operations at a financial services firm. You'll join our UK Customer Operations team and train to become a fully competent front-line agent, supporting customers across our personal loans, credit cards and car finance. That covers everything from general service queries to more intricate financial support situations. By taking ownership of every enquiry from first contact to final resolution, you will not only deliver exceptional customer outcomes but also provide actionable feedback and insights to help improve our automated tools and AI-driven customer journeys. You'll be based in our Chatham office three days a week and work two weekend days a month (one Saturday and one Sunday), with a day in lieu the week before so you never work more than five days in a week.
What you'll be doing
- Resolving general customer service and financial support queries across any one of our products in either loans, cards or car finance over multiple channels, following established processes.
- Owning each enquiry from first contact to resolution, or escalating it to the right place when it needs to go further.
- Supporting customers in financial difficulty or in vulnerable situations: listening actively, asking the right questions to understand their circumstances, and finding the right support option for them.
- Keeping conversations on track while building rapport and trust, so every outcome is both positive for the customer and compliant.
- Meeting your targets for customer satisfaction, quality and compliance by following procedures carefully and using judgement where a customer's situation calls for it, and logging every interaction accurately for audit and learning.
- Using AI and digital tools to resolve queries faster and more accurately.
- Feeding back blockers, process gaps and recurring issues to the relevant teams, and taking part in process reviews that improve our knowledge base, training resources and AI systems.
- Keeping up with product, system and process changes, acting on coaching and feedback, and sharing what you learn with colleagues.
What we're looking for
- Essential
- Clear, empathetic communication, both spoken and written. You can adapt to the person in front of you and explain something complicated in plain English.
- The ability to learn quickly, pick up new products and procedures, and act on coaching.
- Good organisation: you can manage several tasks at once and follow a structured process accurately.
- Sound judgement, and the willingness to speak up when a customer isn't getting a good outcome.
- Comfort with digital tools and picking up new technology, including AI-driven platforms.
- Availability to work from our Chatham office three days a week and two weekends a month (where you will work from home).
- Nice to have
- Experience in a contact centre or another customer-facing role, particularly in financial services would be a definite plus but it is not essential for this role.
- A habit of spotting where a process could work better and suggesting how.
Perks & Benefits
- More Time to Unwind: Start with 25 days of holiday, plus extra days to reward your loyalty! Hit your 1-year milestone and get 26 days, or 27 days after 2+ years.
- Own a Share of Our Growth: We want you to have skin in the game. You’ll receive Company Equity, meaning as we scale, you directly share in our financial success.
- Health & Wellbeing: Peace of mind comes standard with comprehensive private medical and dental insurance from day one.
- Smash Targets, Get Rewarded: Earn up to a £4,000 annual performance bonus based on hitting key team metrics and KPIs.
- Perks & Recognition via Reward Gateway: Access hundreds of exclusive employee discounts, alongside our brand-new recognition programme tied to our core competencies. Plus, enjoy dedicated team budgets for ad hoc, monthly, quarterly, and annual awards!
- Legendary Socials & Summer Events: We love to celebrate our hard work! From team get-togethers to our epic annual Summer Day Event, featuring great food, a BBQ, and plenty of fun, there are always opportunities to connect and unwind with colleagues across the business.
Our Interview Process
- Step 1: Talent Screening Call and Mock CRM/Email Exercise - A quick chat with a member of our Talent Acquisition team to talk through your experience, what you are looking for, and answers to any initial questions you have. You will also complete a quick task where you will be navigating through a mock CRM system and replying to some email enquiries.
- Step 2: Onsite Interview & Role Preview - A 1-hour interview at our Chatham office. To give you a true feel for our environment, you will also have the optional chance to jump on a live call-listening session to experience the role firsthand!
Graduate Customer Care Advisor (Kent) in Chatham employer: Lendable Ltd
Lendable is an exceptional employer located in the vibrant city of London, offering a dynamic work culture that fosters innovation and collaboration. As a Growth Leader in Direct Mail & CRM, you will have access to extensive employee growth opportunities, including hands-on data work and strategic leadership roles, all while being part of a team that values creativity and data-driven decision-making. With a focus on meaningful impact and a commitment to professional development, Lendable stands out as a rewarding place to advance your career.
StudySmarter Expert Advice🤫
We think this is how you could land Graduate Customer Care Advisor (Kent) in Chatham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Lendable Ltd. 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 Lendable Ltd 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 Graduate Customer Care Advisor (Kent) in Chatham
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 Lendable Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Lendable Ltd 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 Lendable Ltd!
How to prepare for a job interview at Lendable Ltd
✨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.
