At a Glance
- Tasks: Deliver exceptional customer service and resolve complaints with empathy and integrity.
- Company: Join Novuna Consumer Finance, a trusted provider of personal loans and retail credit.
- Benefits: Enjoy hybrid working, 25 days holiday, and a comprehensive wellbeing package.
- Other info: Inclusive workplace with flexible benefits tailored to your needs.
- Why this job: Make a real difference by helping customers feel valued and supported.
- Qualifications: Passion for customer service and strong communication skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
Are you passionate about delivering exceptional customer service? Do you have strong communication and listening skills? Are you someone who naturally builds relationships, making others feel valued and supported? If your answer is 'yes' then keep reading.
Who we are. We offer direct personal loans and point-of-sale retail credit at checkout for over 3,000 retail partners. 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.
This role is based in Leeds LS11 - We operate team-based office days, and you will be expected to attend the office in person on the same day as your team.
What you’ll do. As an integral part of our Consumer Finance division, the Customer Care team is responsible for investigating and resolving customer complaints and Section 75 claims, while dealing directly with both customers and retailers. We are committed to delivering the highest standard of service at every stage. In this role, you will ensure every interaction creates a positive experience, building trust and confidence while delivering fair and consistent outcomes for all customers.
- Deliver and demonstrate fair customer outcomes for all Novuna customers
- Investigate and resolve customer complaints and merchandise claims, both verbally and in writing
- Identify and highlight opportunities, red flags, and trends to support continuous improvement in our customer experience
- Accurately capture and record complaint MI to help enhance our customer service and outcomes
What you’ll bring. You’ll bring a genuine passion for delivering outstanding customer service, ideally within a Financial Services environment. With knowledge of the end-to-end complaints process would be an advantage. Most importantly, you’ll be able to demonstrate empathy, integrity, and the ability to build trust – ensuring every customer feels valued, supported, and understood.
- Build strong relationships with both colleagues and customers
- Plan and manage your day effectively, prioritising workload
- Complete tasks in line with defined processes, with strong attention to detail
- Demonstrate essential knowledge of Section 75 regulations
What can we offer 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
Being yourself. At Novuna, we’re a Disability Confident 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 Care Officer in Leeds employer: Novuna
At Novuna Consumer Finance, we pride ourselves on being an exceptional employer that values outstanding customer service and employee well-being. Located in Leeds, our team-based office culture fosters collaboration and support, while our flexible benefits package allows you to tailor your work-life balance to suit your needs. With a strong commitment to inclusivity and personal growth, we empower our employees to thrive in their roles and make a meaningful impact in the financial services sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Officer in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Novuna. 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 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 Care Officer 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:Your cover letter is your chance to shine! Tell us why you want to work at Novuna 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!
How to prepare for a job interview at Novuna
✨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.
