Company: Loans 2 Go Ltd
Role: Customer Satisfaction Administrator
Salary: up to £31,180 per annum, dependent on skills and experience
Duration: Permanent
Location: Putney Bridge SW15
Start Date: TBC
Company Overview:
Loans 2 Go Limited (L2G) is an industry leader in providing alternative, affordable personal loans; we aim to give lines of credit to those who mainstream lenders have neglected. We are growing and adapting fast; with over 20 years of operation nationwide, we have helped hundreds of thousands of customers and the business has transformed from a traditional high-street lender to a multi-channel, online loan provider. We are regulated by the Financial Conduct Authority and fully compliant with our obligations under Consumer Duty. We understand the importance of providing fair and transparent products and services as the key to unlocking a prosperous future for the business. We will continue to adapt, improve, and implement changes where required to improve our people, the business, and the overall quality of our customer experience.
The Role:
This is an excellent opportunity for a Customer Satisfaction Administrator to join a thriving business during an exciting period of growth. Reporting to the Customer Satisfaction Team Manager, the successful candidate will be responsible for helping the Customer Satisfaction team with the day to day administrative tasks, this includes but not limited to responding to customers appropriately via email, answering queries efficiently. The successful candidate will be responsible to review incoming complaints and to respond to non-complex matters and refer more complex or sensitive requests to the Customer Satisfaction Associates.
The role is administrative based and requires an excellent understanding of written English and the ability to adapt to different instructions given.
You will need to be enthusiastic and willing to learn, with a level of adaptability to many different scenarios that may occur.
Responsibilities
- Management of all Customer Satisfaction inbox, responding to customer enquiries via telephone or email in timely manner
- To liaise with the Customer Satisfaction Associates to obtain information relevant to the complaint received and escalate when necessary to the right team member.
- Updating the database to ensure all queries and resolutions are always logged and kept up to date.
- Accurately noting the interaction with the customers and updates account information
- Acknowledgment of customer complaints and request additional information required to investigate the complaint in timely manner
- Identify customer questions, concerns, and overall needs; and provide accurate answers and solutions
- Monitor customer complaints on social media and reach out to provide assistance
- Develop professional relationships with key stakeholders: ongoing customers, Financial Ombudsman Service, managers across the business
- Maintaining effective confidential filing systems in line with the requirements of the Governance department.
Attributes and experience:
- Experience in working within the complaints department
- Experience of working within an FCA regulated environment, and knowledge of Treating Customers Fairly (TCF)
- Excellent customer service, communication, and interpersonal skills
- Excellent telephone manner and written skills
- Ability to quickly build rapport with different customer personalities and types through all forms of communication
- Experience working with correspondence
- Reasonable exposure to using multiple IT software systems
- Assertive, confident and intellectually capable of dealing with customer objections
Some benefits we offer:
- Hybrid Working Scheme
- Performance based bonus
- Up to 33 days holiday
- Holiday Carryover and Sellback scheme
- Milestone Service Reward Programme
- Life Insurance Cover
- Incapacity Insurance Cover
- Employee Assistance Programme
- Refer-a-friend Scheme with financial incentives.
- Training and advancement opportunities
Hours:
40 hours per week, Monday to Friday between 8am and 6pm.
