Customer Support Agent

A Customer Service Agent is responsible for providing an excellent level of service to ‘live’ customers throughout their customer journey with Moneybarn – from the point they start a finance agreement with us to the point they complete or otherwise end the agreement.

The Customer Service Team believes in helping customers to achieve the best outcomes. We are committed to adhere to the principles of Treating Customers Fairly (TCF) and to ensure compliance with the guidelines and regulations set out by the Financial Conduct Authority (FCA), not because we have to, but because we believe it is the right thing to do for the customer.

The Customer Service Agent role is varied and includes liaising with customers via inbound and outbound telephone calls, email, web chat and letter. It is our aim to respond to all customer queries as promptly as possible, therefore high levels of productivity and a strong work ethic are essential for the role.

What you’ll be expected to do in the role
  • Answer customer queries received by phone, email and web chat, understanding what they need and providing a full response at the first point of contact wherever possible.
  • Ask questions to understand the customer’s situation and help them get the best outcome, including completing Income and Expenditure assessments where necessary
  • Be patient with customers, taking the time needed to deal effectively with all queries
  • Identify and deal appropriately with any vulnerable customers or customers in financial difficulty, acting with the utmost compassion and professionalism
  • Comply with TCF principles and FCA regulations
  • Adhere to Data Protection Act (DPA) regulations
  • Support customers in finding an appropriate resolution when they fall behind with their payments, including setting up and amending Direct Debits and processing card payments
  • Handle and aim to resolve Customer Complaints at first point of contact where possible, promptly and in line with FCA complaint handling requirements, or escalate/ refer as necessary
  • Processing of partial early settlements and full settlements, when requested by the customer
  • Work with other departments across Moneybarn, and external parties such as Debt Advice organisations, solicitors and any person or entity authorised by the customer
What we’re looking for from you

Must have

  • A professional, polite and courteous telephone manner
  • Excellent verbal and written communication skills
  • A passion for delivering outstanding customer service
  • The ability to understand and interpret FCA principles and TCF regulations, applying them to individual customer circumstances
  • A good listener, able to convey empathy, patience and understanding
  • Confident in overcoming objections and dealing with challenging situations
  • Able to gather facts, ask appropriate questions and critically evaluate the information provided to ensure a fair outcome for the customer
  • Ability to work shifts - currently between 8am and 8pm Monday to Friday (with the possibility of Saturday working 8:00am-2:00pm)
  • Ability to work quickly and efficiently, with a strong work ethic

Desirable

  • Experience of working within an FCA regulated environment
  • Understanding of the Consumer Credit Act
  • Understanding of Data protection, Anti Money Laundering, Anti-Bribery & Corruption requirements
  • Experience within the Consumer Finance sector
  • Experience of handling complaints, in line with FCA regulations
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?

Are you enthusiastic about this Complaints role or keen to get some more information?

Click on the "Apply Now" button at the bottom of the page. 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.