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- Tasks: Help improve customer satisfaction and handle complaints effectively.
- Company: Loans 2 Go Ltd is a leading provider of affordable personal loans, transforming the lending landscape.
- Benefits: Enjoy hybrid working, performance bonuses, up to 33 days holiday, and more perks!
- Why this job: Join a growing team focused on enhancing customer experiences and making a real impact.
- Qualifications: Experience in complaints handling, strong communication skills, and data analysis abilities required.
- Other info: Permanent role with opportunities for training and career advancement.
The predicted salary is between 32674 - 37944 £ per year.
Company: Loans 2 Go Ltd
Salary: £32,674 to £37,944 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.
The Role:
This is an excellent opportunity for a Customer Satisfaction Associate to join a thriving business during an exciting period of growth. Reporting to the Customer Satisfaction Team Manager, the successful candidate will be responsible for helping the firm improve its overall customer experience by suggesting and implementing initiatives that will improve customer satisfaction level and importantly, reduce customer complaints. They will be responsible for handling customer complaints, carrying out root cause analysis on both upheld and rejected complaints and making improvement recommendations to the management team. They will also be a point of contact for customer related issues.
Responsibilities:
- Investigation, resolution, logging and reporting of customer related complaints.
- Ensuring complaints are recorded onto the complaint database, reporting and seeing through to completion within the firm’s complaints handling policy and SLA.
- Driving root cause analysis and corrective actions to a satisfactory close relating to upheld and rejected complaints and issues seen in the market.
- Performing regular data trending for possible quality issues and initiating and managing all relevant quality investigations.
- Ensuring the firm’s complaints policies and procedures are updated and adhered to.
- Championing any new initiatives that are brought into practice making sure they easily become part of the customer experience service delivery.
- To be an effective communicator and ensure all complaints are acknowledged in a timely manner and customers are kept informed throughout the complaint process.
- To liaise with the department managers on a weekly basis and report on the level of customer complaint resolutions.
Attributes and experience:
- Experience of working in complaints either within a financial institution or any FCA regulated institution;
- Extensive knowledge of DISP rules;
- Excellent communication skills and the ability to develop strong working relationships at all levels, both internally and externally;
- Experience of data analysis and data trending;
- Organisational skills and the ability to understand detailed information;
- Numeracy skills, with strong IT skills.
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 Associate 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 Associate
✨Tip Number 1
Familiarise yourself with the Financial Conduct Authority (FCA) regulations and DISP rules. Understanding these guidelines will not only help you in the role but also demonstrate your commitment to compliance during the interview.
✨Tip Number 2
Showcase your experience in handling customer complaints by preparing specific examples of how you've resolved issues in the past. This will highlight your problem-solving skills and ability to improve customer satisfaction.
✨Tip Number 3
Brush up on your data analysis skills, as this role involves performing regular data trending. Being able to discuss how you've used data to drive improvements in customer service will set you apart from other candidates.
✨Tip Number 4
Prepare to discuss your communication style and how you build relationships with both customers and colleagues. Strong interpersonal skills are crucial for this role, so be ready to provide examples of effective collaboration.
We think you need these skills to ace Customer Satisfaction Associate
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and complaints handling. Use keywords from the job description, such as 'customer satisfaction', 'complaints resolution', and 'data analysis' to catch the employer's attention.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for improving customer experiences. Mention specific examples of how you've successfully resolved complaints or improved processes in previous roles, demonstrating your fit for the Customer Satisfaction Associate position.
Highlight Relevant Skills: In your application, emphasise your communication skills, organisational abilities, and familiarity with DISP rules. These are crucial for the role and will show that you understand the requirements of the position.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are essential in a customer-facing role.
How to prepare for a job interview at Loans 2 Go Limited
✨Know Your Customer Satisfaction Metrics
Familiarise yourself with key customer satisfaction metrics and how they relate to the role. Be prepared to discuss how you would use these metrics to improve customer experience and reduce complaints.
✨Demonstrate Your Complaint Handling Skills
Prepare examples of how you've successfully handled customer complaints in the past. Highlight your problem-solving skills and ability to remain calm under pressure, as these are crucial for this position.
✨Understand DISP Rules
Make sure you have a solid understanding of the DISP rules and how they apply to customer complaints. This knowledge will show that you're serious about compliance and can navigate the regulatory landscape effectively.
✨Showcase Your Communication Skills
Effective communication is key in this role. Practice articulating your thoughts clearly and concisely, and be ready to demonstrate how you build relationships with customers and colleagues alike.
