At a Glance
- Tasks: Help customers navigate financial options and provide exceptional support through phone and email.
- Company: Join Novuna Consumer Finance, trusted by over 3,000 retailers for flexible finance solutions.
- Benefits: Enjoy a hybrid working model, 25 days holiday, and a comprehensive wellbeing package.
- Other info: Flexible benefits tailored to your needs and a commitment to inclusivity.
- Why this job: Make a real difference in customers' lives while developing your skills in a supportive environment.
- Qualifications: Positive attitude, strong communication skills, and a customer-centric mindset are essential.
The predicted salary is between 25000 - 30000 € per year.
Who We Are
From interest-free credit to Buy Now, Pay Later, over 3,000 leading retailers trust us to provide fast, flexible and responsible finance solutions for their customers. At Novuna Consumer Finance, we offer finance for lots of life's key purchases, including home furnishings and improvements, special jewellery, leisure services, healthcare, as well as electronics and appliances.
What You'll Do
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 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.
You’ll Also
- Actively listen to customers to understand their needs, answer their questions, and resolve any issues to their satisfaction.
- Become a subject matter expert of our products and services to be able to best support customers, offering guidance and showing understanding.
- Work collaboratively with the wider team to always ensure fair customer outcomes are met.
- Deal with customer complaints and find resolutions to problems, displaying empathy at all times.
What You’ll Bring
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.
You’ll be a great fit if you:
- Are computer literate and able to pick up new systems with ease.
- Have a customer-centric mindset to deliver exceptional service and create positive experiences for customers.
- Have excellent interpersonal skills including verbal and written communication.
- The ability to handle difficult and challenging situations with empathy and professionalism.
- Are a trustworthy team player who is able to build rapport quickly.
What’s in it for you?
Our benefits package is designed with flexibility in mind, allowing you to customise it to meet your unique needs. Whether you're focused on your health, financial security, or simply want to enhance your lifestyle, we offer a variety of options to support you.
Our Offer To You Includes
- An excellent bonus scheme.
- 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.
Next steps
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!
Interviews will be taking place Tuesday 28th April - Wednesday 29th April - Thursday 30th April. The start date will be Monday 1st June 2026.
Being yourself
At Novuna, we’re a Disability Confident Committed employer, dedicated to creating an inclusive workplace where everyone can be themselves and thrive. If you need any adjustments to support you during the recruitment process, please reach out to us directly.
Please note: This vacancy may close earlier than the advertised closing date if we receive a high volume of applications. We encourage you to apply as soon as possible to avoid disappointment.
Customer Experience Advisor employer: Novuna
At Novuna Consumer Finance, we pride ourselves on being an exceptional employer, offering a supportive and flexible work environment that prioritises employee wellbeing and growth. As a Customer Experience Advisor, you'll benefit from a comprehensive package that includes hybrid working options, generous holiday allowances, and a robust wellbeing programme, all while being part of a collaborative team that values empathy and customer satisfaction. Join us in a role where your contributions truly matter, and enjoy the unique advantage of working for a company committed to inclusivity and personal development.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Advisor
✨Tip Number 1
Get to know the company inside out! Before your interview, dive into Novuna's values and services. This will help you connect your experiences to what they care about, showing them you're not just another candidate.
✨Tip Number 2
Practice makes perfect! Record yourself answering common interview questions, especially those focusing on customer service scenarios. This will help you refine your responses and boost your confidence for the real deal.
✨Tip Number 3
Show your personality! When you're in that video interview, let your enthusiasm shine through. Novuna is looking for someone with a friendly demeanour, so don’t be afraid to show your genuine self.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your appreciation and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Experience Advisor
Some tips for your application 🫡
Be Yourself:When filling out your application, let your personality shine through! We want to see the real you, so don’t be afraid to show your enthusiasm for the role and how you connect with our values.
Tailor Your Responses:Make sure to tailor your answers to reflect the skills and experiences that align with the Customer Experience Advisor role. Highlight your problem-solving abilities and any relevant customer service experience to stand out!
Show Empathy:Since empathy is key in this role, share examples in your application where you've successfully handled difficult situations or provided exceptional support to customers. This will demonstrate your understanding of our customers' needs.
Apply Through Our Website:We encourage you to apply directly through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates!
How to prepare for a job interview at Novuna
✨Know Your Stuff
Before the interview, make sure you understand Novuna's products and services inside out. Familiarise yourself with their finance solutions and how they help customers. This will show that you're genuinely interested and ready to support customers effectively.
✨Show Empathy in Your Examples
When discussing your past experiences, focus on examples where you've demonstrated empathy and problem-solving skills. Think of situations where you helped a customer through a tough time or resolved a complaint. This aligns perfectly with what Novuna is looking for in a Customer Experience Advisor.
✨Practice Active Listening
During the interview, practice active listening. This means really paying attention to the questions being asked and responding thoughtfully. It’s a key skill for the role, so showing that you can listen and engage will impress the interviewers.
✨Be Yourself and Stay Positive
Novuna values a friendly and upbeat demeanour, so let your personality shine through! Be genuine in your responses and maintain a positive attitude throughout the interview. This will help you connect with the interviewers and demonstrate that you’re a great fit for their team.
