Market Leading Fintech company are recruiting Customer Services and Relationship Coordinator who will be on the front line, responding to queries and complaints (mostly via email) in a way that is effective, compassionate, and fair.
Initiative is key - you'll create/grasp opportunities to take on extra responsibilities and make an impact. From creating new content, to managing our review platforms (like Trustpilot), to analysing and finding solutions to trends and issues, to championing the voice of the customer in projects that touch many areas of the business - this is a diverse role where you'll have the autonomy to discover and act-upon your passions.
You'll be expected to gain a strong understanding of our customers and their needs, keeping up to date with new product features and working cross-functionally to ensure the best outcomes for our customers.
Responsibilities-
*Respond quickly and effectively to queries and complaints from our customers (mostly via email) - staying true to our tone of voice, being empathetic and encouraging, and making complex information easy to understand.
*Proactively anticipate and solve future customer pains before they escalate - championing the voice of the customer across the business.
*Present updates to the business on key customer trends and issues; keeping the customer at the heart of everything we do.
*Obsess over the customer experience - coming up with new, innovative ways we can delight and retain our customers.
*Challenge the narrative - find solutions to redundant processes and bring new ideas that will drive our department forwards.
*Create and update customer-facing content, including guides and FAQs - working with our copy team to stay true to our tone of voice.
Requirements
You'll succeed in this role if:
*You're passionate about delivering excellent service and going the extra-mile to delight our customers.
*You have strong communication and presentation skills that allow you to inform, understand, help and advice customers and colleagues alike - effectively collaborating with different departments to achieve the best outcomes for our customers.
*You're driven; motivated by hitting targets and making a positive difference with a can-do attitude.
*You're able to prioritise, multi-task, and manage time effectively.
*You understand and value the importance of working as a team, whilst also being able to work autonomously.
*You have the initiative to create and grasp opportunities to drive your own progression.
*You're interested in consumer finance, new technologies.
*Have excellent written, email communication skills.
*Great salary plus package including flexible remote working, 25 days of annual leave (plus 8 bank holidays and the option to purchase an extra week), Vitality Health Insurance and reward scheme (inc. 50% off Virgin Active gyms) Perkbox membership, wellbeing budgets and Cycle to Work scheme
If you have experience in a similar role, I would love to hear from you.