Customer Solutions Specialist

Company: Loans 2 Go Ltd

Role: Customer Solutions Specialist

Salary: up to £34,255.00 pa, dependent on experience and skills

Start Date: Asap

Contract: Full time, Permanent

Location: London SW15

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:

The Customer Solutions Specialist’s (CSS) primary function, within a larger Customer Solutions Team, is to optimise customer experience through proactive and effective customer engagement while combining top-class customer service, negotiation, and rapport building. Through these evidenced skill sets, a CSS will be able to find good outcomes for customers experiencing varying levels of financial difficulty, working closely with vulnerable customers to navigate their financial challenges, adhering to regulatory and company guidelines, while showing due care and diligence.

What you will be doing:

• Embark on a 4-6 week onboarding program, honing your skills, and deepening your understanding of our business ethos.
• Champion our quality-first approach, always putting customer experience and compliance at the forefront.
• Contribute to our culture of continuous improvement by providing and receiving constructive feedback.
• Tackle a variety of financial scenarios with customers, applying your expertise and procedural knowledge to find effective solutions.
• Embrace the opportunity to work with vulnerable customers, showcasing your sensitivity and skill.
• Craft personalized customer service experiences, drawing from your rich professional background and our constructive feedback.
• Forge your path to career advancement through exceptional performance.

What you need to succeed:

• Prior experience in account management, with a bonus for exposure to collections and working with vulnerable customers (though not mandatory).
• A passion for delivering outstanding customer service, day in, day out.
• A solution-focused mindset, adept at problem-solving under pressure.
• Exceptional organizational skills, meeting daily demands and deadlines with ease.
• A commitment to teamwork, supporting colleagues and embracing mutual assistance.
• An empathetic approach, integral to every aspect of your role.
• A drive for continuous learning and self-improvement.

How We Support Your Success:

• Extensive training through our GradBay program.
• Regular, constructive feedback to guide your growth.
• Opportunities for job stretch and showcasing your abilities.
• A culture of authenticity, free from scripts, where you can be yourself.
• Clearly defined goals and values to steer your journey with us.

Some benefits we offer:

• Hybrid Working Scheme available whereby eligible employees will be working from their UK homes and the office as and when requested to do so, as per the business needs.
• Performance based bonus
• Up to 33 days holiday
• Accrued Holiday Sellback Scheme
• Milestone Service Reward Programme
• Life Insurance Cover for all employees with 12 months+ service
• Incapacity Insurance Cover for all employees with 12 months+ service

Shifts:

Annual rota alternating between 'early' and 'late' shifts between the hours of 8am-7pm Mon-Fri, with 1 in 3 Saturday shifts required between 9am-2pm (hours worked on Saturdays are given in lieu the week prior)