ABOUT US

We are a regulated Claims Management Company authorised by the Financial Conduct Authority (FCA), dedicated to delivering high-quality service and fair outcomes for our customers. Due to continued growth, we are looking for experienced and enthusiastic Customer Support Representatives to join our professional and customer-focused team.

ROLE OVERVIEW

As a Customer Support Representative, you will play a key role in both managing inbound customer enquiries and proactively contacting customers to obtain information or resolve lender queries. This role is ideal for someone with a background in financial services who understands FCA principles and is confident engaging with customers over the phone and via email.

KEY RESPONSIBILITIES

• Respond promptly and professionally to incoming customer enquiries by phone and email
• Make outbound calls and send emails to gather required information or resolve outstanding lender queries
• Maintain accurate records of customer interactions and outcomes using our internal systems
• Handle customer data in line with GDPR and FCA regulatory requirements, including identifying and escalating data protection requests (e.g. SARs, erasure requests) to the Compliance Team
• Ensure customer concerns are resolved effectively and in a timely manner
• Ensure all interactions reflect our commitment to Treating Customers Fairly (TCF), including recognising and supporting vulnerable customers
• Provide a high standard of customer service at all times, treating customers fairly and with understanding
• Identify, record, and escalate potential complaints or regulatory concerns
• Feed back recurring issues, process inefficiencies, or customer pain points to management for service improvement
• Work collaboratively with colleagues across the business to resolve cases efficiently and professionally