Customer Experience Agent - Complaints

Why join us?  

This is a chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever.  

We have a collaborative team structure fuelled by an exciting mix of people, welcoming experienced people from the industry with both feet on the ground and tech-savvy dreamers who pave way for the new stuff. Come as you are and be yourself!  

About The Role  

You will join a dynamic team of Customer Experience Agents, supporting customers who have raised complaints. 

 Our multi-skilled teams are trained to handle customer interactions via the telephone, web chat and email, ensuring we are always available to meet our customers’ needs. By fostering a culture of continuous learning and adaptability, we empower our agents to provide exceptional service, no matter the platform. If you’re passionate about resolving complaints and thrive in a dynamic environment, we want you on our team! 

High levels of customer engagement are required so you will need excellent communication skills, making use of various methods of communication available to manage this throughout every interaction. 

In accordance with process and regulation, you will need to work to agreed SLA’s and work with your Team Manager to make recommendations to improve processes. 

What’s the opportunity? 

You will work in a dynamic, fast paced environment for a business that is shaking up the Consumer Finance industry. Working with a passionate set of colleagues who excel at complaint resolution you will have a varied and interesting role that is not constrained by the status quo.   

Key Accountabilities: 

• Managing customers through our complaint's lifecycle, end to end, to ensure successful resolution of complaints to prevent escalations to the FOS in line with FCA guidelines  

• Meeting Consumer Duty requirements, putting customers’ needs first and delivering good outcomes 

• Ensuring all customer complaints are acknowledged promptly in line with FCA requirements, internal procedures and SLA’s 

• Undertaking investigative work and liaising with other areas of the business to determine the right outcome and produce a formal response to each complaint. 

• Engaging with customers in their preferred channel, webchat, email, telephone or letter, to the highest of standards.   

• Resolving complaints effectively, regardless of how they are received—be it through the Financial Ombudsman Service (FOS), press inquiries, CEO communications, or social media channels, maintaining high levels of professionalism at all times. 

• Ensuring that full, detailed records are maintained in relation to the complaint investigation, response and any compensation provided. 

• Problem Solving and adapting to the ever-changing environment and reacting quickly to meet challenges.  

• Manage a variety of different complaint types across the entire customer journey. 

• Expertly manage multiple priorities to meet deadlines with accuracy and efficiency. 

• Proactively collate and share customer feedback across the business to improve the Jaja offering, core processes and procedures and the service customers receive.  

• Own any identified procedural or technical issues through to resolution.  

• Always delivering exceptional customer experience.  

• Meet quality requirements to deliver compliant processes and a great customer experience.  

• Fostering an environment of teamwork to ensure that all services are delivered on time and company goals are met.  

• Problem Solving, adapting to change and reacting quickly to meet challenges.  

• Maintain knowledge of all products and services offered and keep informed of new or changing developments, products, services or ideas which would affect operations.  

Essential skills and Experience  

• Experience of managing customer complaints in Financial Services 

• Experience of multi-channel contact centre environments.  

• Strong communication and stakeholder management skills.  

• Evidence of delivery and execution focus within a demanding environment whilst managing conflicting priorities.  

• Experience of working with key technology such as credit card processing platforms, along with use of varied customer contact solutions. 
  Strong organisational and time-management skills.  

What's in it for you?

• The chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever   

• Competitive salary   

• Fully flexible remote hybrid working model  

• Potential for part time working around other / family commitments 

• Pension contributions 

• Bonus potential 

• Private medical cover 

• 25 days annual leave (FTE) plus UK bank holidays and your birthday off (with an additional day added for each full calendar year worked, up to a maximum of 30 days). 

• 4x life insurance cover 

• Employee assistance programme