Customer Care Agent

Description

Customer Care Agent

Manchester

£30,000 - £35,000 + Benefits

We are currently recruiting for a Customer Care Agent to join a growing and dynamic financial services business based in Manchester.

This is an exciting opportunity for an experienced customer service professional to join a business that places customer outcomes at the heart of everything they do. The successful candidate will play a key role in supporting customers, managing arrears cases, investigating complaints, and ensuring all interactions are handled in line with FCA regulations and Consumer Duty requirements.

The Role

As a Customer Care Agent, you will be responsible for delivering exceptional customer service while supporting customers through a variety of account-related queries and challenges.

Key responsibilities include:

Acting as the first point of contact for customer enquiries.

Managing customer accounts, updates, payments, and dispute resolution.

Supporting customers experiencing financial difficulty and agreeing sustainable repayment plans.

Conducting affordability assessments in line with regulatory guidelines.

Investigating and resolving customer complaints in a fair and timely manner.

Identifying root causes of complaints and recommending process improvements.

Maintaining accurate records and ensuring compliance with FCA regulations and Consumer Duty principles.

Working collaboratively with internal departments to deliver positive customer outcomes. xjnqpsq

About You

To be successful in this role, you will have:

Essential Experience

Previous experience within customer service, complaints, collections, or account management

Experience working within a regulated financial services environment

Strong communication and relationship-building skills

Excellent organisational skills and attention to detail

Experience using CRM systems and Microsoft Office applications

The ability to manage sensitive conversations with empathy and professionalism

Desirable Experience

Experience within consumer finance

Knowledge of debt management and recovery processes

Understanding of FCA regulations

Relevant financial services or collections-related training or qualifications

What's on Offer?

Salary of £30,000 - £35,000

Opportunity to join a growing and ambitious business

Supportive and collaborative working environment

Career development and progression opportunities

Competitive benefits package

The chance to make a genuine difference to customer outcomes

If you're looking for a role where you can combine customer service excellence with problem-solving and regulatory compliance, we'd love to hear from you

Ad ID: 5418433334