Customer Support Administrator

Here at Moneybarn, we are focused on providing the highest standards of service, and we are growing our team of Customer Support Administrators to support us in delivering the best possible outcomes for our customers.

Working in a busy hub and reporting to the Team Leader, our team of Customer Support Administrators liase with customers via all non-voiced based communications, ensuring queries are responded to promptly and effectively.

This is a fantastic opportunity for an individual with excellent administration and communication skills, with a strong focus on accuracy and a personal drive to engage with customers and deliver a first-class service.

What you'll be expected to do in the role:
  • Complete administrative tasks and escalate any risks or issues
  • Assist with end to end customer correspondence processes, ensuring quality standards are met and correct process is followed
  • Respond to and issue Customer Correspondence, in a timely and efficient manner
  • Comply with TCF principles, FCA regulations and adhere to DPA regulations
  • Ensure all activities are undertaken in accordance with the companies published policies and procedures always
  • Be the point of contact for internal administration requests
  • Comply with FCA Complaint Handling process, ensuring that all expressions of dissatisfaction are identified and recorded, making every effort to resolve, without the need for formal complaints escalation process
  • Issue customer correspondence required within the default/termination process
  • Produce and issue ad hoc correspondence and end of Contract documents
  • Liaise with all other departments within Moneybarn, as well as external parties, such as Debt Advice organisations, solicitors and any person or entity authorised by the customer
  • Complete vehicle and contract administration
  • Produce and issue bankruptcy and IVA documentation
  • Assist with the department’s inbound call traffic and outbound call campaigns and various omni-channel campaigns
What we're looking for from you:

Must have

  • Excellent written and verbal communication skills
  • High levels of accuracy and attention to detail
  • Comfortable working to targets
  • Resilient and determined
  • Confident in making decisions
  • Ability to manage high volume and repetitious tasks
  • Detailed knowledge and understanding of FCA regulations
  • Excellent administration skills
  • Experience working within a customer support centre environment
  • Self-motivated and able to problem solve
  • Customer service skills, ability to build rapport both on the telephone and via non-voice channels.
  • Interpersonal skills
  • An in-depth understanding of Customer Operations process and procedure

Desirable

  • Experience of working within the motor finance industry
  • Intermediate Excel skills
Working at Moneybarn

Working at Moneybarn is rewarding in every sense, and we believe that if we take care of our people, our business will take care of itself. As a growing company, we are always interested in hearing from people with potential. Our head office is in Petersfield, Hampshire.

We’re the UK’s largest specialist vehicle finance lender, and we’re part of the Provident Financial Group, one of the UK’s leading suppliers of credit products to the non-standard market. To find out more about us, including our history and values, click here.

Reasons to join the Moneybarn team

Ensuring we have a dedicated team is essential to our success, and we’ve worked hard to create a friendly working environment, which allows individuals to share ideas and deliver positive outcomes.

We want all employees to be able to fulfil their potential and excel in their role, so we invest heavily in training and development throughout the business. This approach enables us to nurture talent, and provide the very best outcomes for both our customers and the business.

The wellbeing of our team is incredibly important and we offer a gym, qualified instructors, keep-fit classes, Barney Bikes and regular fruit deliveries for employees to enjoy. We also run a range of regular in-house events and activities to promote interaction and communication within the company.

2017 marks Moneybarn’s 25th year of trading and we believe our continued success is driven by our values-based approach which underpins the way that we engage with our employees, customers and partners. Our values are: Fair, Approachable, Responsible & Progressive.

Benefits

We offer competitive salaries and a full employee benefit package, which includes a contributory pension, employee Sharesave and stock purchase schemes.

How do you apply?

Click on the "Apply now” button below. This will pop up an email which you can use to attach and send us your CV and covering letter telling us why this is the perfect opportunity for you.

Once we’ve received your CV and covering letter, if you’re successful at the first stage we’ll contact you to arrange an interview.

If you don’t hear from us within 7 days of sending us your application, this means you have been unsuccessful. We may not be able to provide confirmation and feedback to everyone who applies.

Important notes

  • We will keep your CV on our records for 6 months after your application
  • We will carry out full financial checks and Criminal Record Bureau checks as part of the recruitment process for all roles
  • As an employer that believes in the importance of cultural diversity in the workplace, we’ve signed up for the National Equality Standard (NES). You can find out more here.