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- Tasks: Support customer inquiries via email and webchat, ensuring excellent service.
- Company: Join Loans 2 Go Ltd, a leader in affordable personal loans for those overlooked by mainstream lenders.
- Benefits: Enjoy hybrid work, performance bonuses, up to 33 days holiday, and training opportunities.
- Why this job: Be part of a dynamic team focused on improving customer experiences and making a real impact.
- Qualifications: Experience in account management and working with vulnerable customers is a plus.
- Other info: This is a permanent role with a salary up to £31,180, based in Putney Bridge.
The predicted salary is between 18708 - 33500 £ per year.
Company: Loans 2 Go Ltd
Role: Customer Satisfaction Administrator
Salary: up to £31,180 per annum, dependent on skills and experience
Duration: Permanent
Location: Putney Bridge SW15
Start Date: TBC
Company Overview:
Loans 2 Go Limited (L2G) is an industry leader in providing alternative, affordable personal loans; we aim to give lines of credit to those who mainstream lenders have neglected. We are growing and adapting fast; with over 20 years of operation nationwide, we have helped hundreds of thousands of customers and the business has transformed from a traditional high-street lender to a multi-channel, online loan provider. We are regulated by the Financial Conduct Authority and fully compliant with our obligations under Consumer Duty. We understand the importance of providing fair and transparent products and services as the key to unlocking a prosperous future for the business. We will continue to adapt, improve, and implement changes where required to improve our people, the business, and the overall quality of our customer experience.
The Role:
This role will primarily include supporting customer inquiries received via email or webchat. Our aim would be to support existing customer service and financial difficulty inquiries. As an omnichannel service provider, you will be expected to utilise several digital channels to complete daily tasks, including responding to customers appropriately via email, letter, SMS, and WhatsApp. You may also need to apply manual tracing to identify up-to-date customer information when needed.
The role is administrative-based and requires an excellent understanding of written English as well as the ability to adapt to an ever-evolving landscape.
We require an individual who is enthusiastic, willing to learn, self-motivated, and takes pride in their work.
Responsibilities:
- Effective management of online communication forums
- Management of all relevant email inboxes
- Effectively communicate with third party debt purchasers to resolve queries fast and efficiently
- Processing payments and handling transactions through digital means
- Demonstrating industry and regulatory standards on all calls/emails to deliver a positive outcome for both customer and business
- Actively Identify a variety of vulnerabilities and make well-informed decisions on appropriate forbearance steps.
- Negotiating the repayment of outstanding arrears owed by Loans 2 Go customers
- Contacting customers and third parties via a range of digital means
- Working with customers to identify and arrange suitable and sustainable payment plans which match their current financial circumstances
- Engaging multiple technologies to efficiently manage customer accounts
- Acting with due care where a customer is identified as being vulnerable, and ensuring forbearance is applied where applicable
Attributes and experience:
- Related experience in account management – collections account management experience and exposure to working with vulnerable customers. (Bonus points for experience in regulated environments).
- A history of, and desire to work with vulnerable customers, understanding the level of care and attention this requires.
- A commitment to delivering exceptional customer service above all, every day.
- A solution driven approach to problem solving, even under pressure.
- The ability to use your professional experiences to integrate into a diverse and equally talented workforce from day one.
Some benefits we offer:
- Hybrid Working Scheme
- Performance based bonus
- Up to 33 days holiday
- Holiday Carryover and Sellback scheme
- Milestone Service Reward Programme
- Life Insurance Cover
- Incapacity Insurance Cover
- Employee Assistance Programme
- Refer-a-friend Scheme with financial incentives.
- Training and advancement opportunities
Hours:
40 hours per week, Monday to Friday between 8am and 6pm.
Customer Satisfaction Administrator employer: Loans 2 Go Limited
Contact Detail:
Loans 2 Go Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Satisfaction Administrator
✨Tip Number 1
Familiarize yourself with the financial services industry, especially regarding customer service in regulated environments. Understanding the nuances of working with vulnerable customers will give you an edge during the interview.
✨Tip Number 2
Showcase your communication skills by practicing responses to common customer inquiries. Being able to demonstrate your ability to handle various digital communication channels effectively will be crucial for this role.
✨Tip Number 3
Research Loans 2 Go Ltd and their approach to customer satisfaction. Being knowledgeable about their services and values will help you align your answers with their mission during the interview.
✨Tip Number 4
Prepare examples from your past experiences that highlight your problem-solving skills and your commitment to exceptional customer service. This will help you stand out as a candidate who is solution-driven and customer-focused.
We think you need these skills to ace Customer Satisfaction Administrator
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Customer Satisfaction Administrator position. Understand the key responsibilities and required skills, especially the importance of effective communication and customer service.
Tailor Your CV: Customize your CV to highlight relevant experience in account management and working with vulnerable customers. Emphasize any previous roles that involved customer service or financial inquiries.
Craft a Strong Cover Letter: Write a cover letter that showcases your enthusiasm for the role and your commitment to delivering exceptional customer service. Mention specific examples from your past experiences that demonstrate your problem-solving skills and ability to work under pressure.
Proofread Your Application: Before submitting your application, carefully proofread all documents to ensure there are no spelling or grammatical errors. A well-written application reflects your attention to detail and professionalism.
How to prepare for a job interview at Loans 2 Go Limited
✨Understand the Company and Its Values
Before your interview, take some time to research Loans 2 Go Ltd. Understand their mission to provide affordable personal loans and their commitment to customer satisfaction. This will help you align your answers with their values during the interview.
✨Showcase Your Communication Skills
As a Customer Satisfaction Administrator, effective communication is key. Be prepared to demonstrate your written and verbal communication skills. You might be asked to respond to a mock customer inquiry, so practice clear and concise responses.
✨Highlight Relevant Experience
If you have experience in account management or working with vulnerable customers, make sure to highlight this during your interview. Share specific examples of how you've handled similar situations in the past, focusing on your problem-solving skills.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your ability to handle customer inquiries and financial difficulties. Think about how you would approach these situations, especially when dealing with vulnerable customers, and be ready to explain your thought process.
