At a Glance
- Tasks: Support customers through phone and email, resolving issues and providing solutions.
- Company: Join Novuna Consumer Finance, a top inclusive employer delivering exceptional customer experiences.
- Benefits: Enjoy flexible hybrid working, 25 days' holiday, and a comprehensive wellbeing package.
- Other info: Interviews from 15th-17th July; start date on 18th August 2025.
- Why this job: Be part of an award-winning team that values empathy and celebrates success.
- Qualifications: Positive attitude, strong problem-solving skills, and excellent communication abilities required.
The predicted salary is between 28800 - 43200 £ per year.
Do you thrive supporting and helping others? Fancy joining an award-winning customer-obsessed team? Don’t want to work weekends? No problem! If your answer is 'yes' to all of these, keep reading.
Want to know a little about us? At Novuna Consumer Finance, we provide fast, flexible finance solutions for some of the UK’s biggest retail brands. Whether customers are buying furniture for their new home, an important piece of jewellery, or home electrical goods, we’re passionate about delivering phenomenal customer experiences. We’re proud to be a Top 50 Inclusive employer. We’re a signatory of the Women in Finance and the Race at Work Charter and we’re Disability Confident Committed.
What does the role involve? As a Customer Experience Advisor, you will serve as the primary point of contact for our customers through multiple communication channels, including phone and email. Some of our customers may be experiencing financial difficulty and your role will be to help decide how we can best support them, ensuring they feel satisfied with our service. You will be discussing payment options, agreeing payment plans and providing solutions to help customers get back to financial health. Our contact centre is open Monday – Friday 8.45am - 5:15pm, and as a full-time Customer Experience Advisor you’ll be working 37 hours per week during these timeframes.
Some of your key duties will include:
- Actively listening to customers to understand their needs, answer their questions, and resolve any issues to their satisfaction
- Becoming a subject matter expert of our products and services to be able to best support customers, offering guidance and showing understanding
- Working collaboratively with the wider team to always ensure fair customer outcomes are met
- Dealing with customer complaints and finding resolutions to problems, displaying empathy at all times
What are we looking for? You are positive and enthusiastic, with a friendly and upbeat demeanour when interacting with our customers. You are comfortable working in a fast-paced environment, with the ability to adapt and adjust your approach to different situations accordingly. You have strong problem-solving skills and can think on your feet when it comes to resolving customer issues and handling difficult situations in a calming nature. Also, we’re looking for the following:
- Be computer literate and able to pick up new systems with ease
- Customer-centric mindset to deliver exceptional service and create positive experiences for customers
- Excellent interpersonal skills including verbal and written communication
- Ability to handle difficult and challenging situations with empathy and professionalism
- Trustworthy team player who is able to build rapport quickly
What can we offer you? At Novuna we take our people promise seriously. If you join us, you’ll have a chance to make a difference, opportunities to learn, and time to shine. In addition to a market-benchmarked salary and excellent bonus scheme, our offer to you includes:
- Flexible hybrid working
- 25 days’ holiday, plus bank holidays and the option to buy/sell 5 days
- Full wellbeing package including BUPA, digital GP service, 24/7 employee assistance, plus wellbeing events throughout the year
What’s the next step? If you are passionate about providing outstanding customer service and believe you have what it takes to excel in this role, start your application today and see what Novuna can offer you. The application process consists of 3 stages:
- Customer-focused questionnaire – designed to help us best understand you and the approach you take when dealing with customers
- Recorded video – asking why you want to be a Customer Experience Advisor at Novuna and looking for some great examples of excellent communication, where you have shown empathy, resilience and adaptability in previous roles
- Face-to-face interview and written exercise – coming in to meet us is a great way to feel the culture of Novuna and ensure that the role is exactly what you were hoping for, whilst also assessing your written communication and potential to work within our company values of Harmony, Sincerity and Pioneering Spirit!
You will be joining an award-winning team who love to celebrate and promote success. If this sounds like something you’d love to be part of then what are you waiting for? Interviews will be taking place Tuesday 15th - Thursday 17th July. The start date will be Monday 18th August 2025.
Novuna has been named one of the top 50 most inclusive employers for the fourth year running and this is also reflected in our recruitment process. We are committed to ensuring our application process is inclusive and accessible to all candidates. We’re Disability Confident Committed, so if you’re a person with a disability, if you’re neurodivergent, or if you have a condition that you believe may affect your performance during our selection process, we’ll be happy to make reasonable adjustments to our processes for you.
Customer Experience Advisor in Leeds employer: Novuna Consumer Finance
At Novuna Consumer Finance, we pride ourselves on being a top employer that champions inclusivity and employee well-being. Our award-winning team offers a supportive work culture with flexible hybrid working options, a comprehensive wellbeing package, and ample opportunities for personal and professional growth. Join us in delivering exceptional customer experiences while enjoying a fulfilling career in a company that values your contributions and celebrates success.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Advisor in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Novuna Consumer 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 Novuna Consumer 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 Customer Experience Advisor in Leeds
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 Novuna Consumer Finance:Your cover letter is your chance to shine! Tell us why you want to work at Novuna Consumer 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 Novuna Consumer Finance!
How to prepare for a job interview at Novuna Consumer 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.
