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Customer Experience Advisor

Fair For You

Customer Experience Advisor

£25000

Fair For You, Draper's Fields, Coventry

  • Full time
  • Permanent
  • Remote working

Posted 3 weeks ago, 23 May | Get your application in now before you miss out!

Closing date: Closing date not specified

job Ref: f753d8afb4964d3c9097e566d843b708

Full Job Description

  • Accountable for the prudent and responsible consideration of loan applications using a variety of tools and techniques, such as affordability assessments, scoring and credit checking.

  • Accountable for providing a great experience to customers of Fair For You (FFY) across all servicing channels- phone, chat, Freshdesk, Facebook, manual post & website.

  • Responsible for seeking to improve the customer experience

  • Responsible for encouraging customer adoption of digital channels.


    • The Customer Experience Advisor will report to the Customer Experience Manager., The post holder will operate to the agreed Service Level Agreements (SLAs) for each channel to deliver a great customer experience
  • Make lending decisions, up to the value set by your limits of authority, taking into account the relevant risk level and FFY policies

  • Process online loan applications and communication of those decisions to the customers

  • Operate across all servicing channels- phone, chat, Freshdesk, Facebook, manual post


    • & website to respond to and resolve customer enquiries
  • Encourage and educate customers to support the adoption of digital channels.

  • Manually fulfil cards, manage top ups, cancellations and lost/ replacement items.

  • Manually open and respond to post regarding debt management companies, county court judgements, eligible loan deduction scheme responses and IVAs

  • Management of customer payment cards database on the system

  • Escalation of queries to Customer Experience Manager


    • Establish daily routines and checks to support the customer experience
  • Agree priorities for the day with manager: which channels or activities are you working on.


    • Follow training, documentation and process guides to ensure a high quality customer experience

    Assist with the adoption of business projects by testing and operational adoption of new solutions

    Compliance with company policies- including but not exclusively- Anti Money Laundering,
    Consumer Vulnerability, GDPR and PCI-DSS.

  • Experience of frontline customer service work

  • Experience of banking or financial services


    • SKILLS
  • Passion to deliver and improve customer experience and ways of working

  • Strong communicator with an ability to relate to people from all backgrounds and offer appropriate solutions.

  • Attention to detail- ability to work in a methodical and routine manner with excellent attention to detail

  • Ability to work effectively under pressure and remain focussed at all times

  • Ability to maintain self-motivation and work well on their own initiative

  • Able to work collaboratively with others in a culture of continuous improvement, Customer service: 2 years (required)

    This is a full time position of 35 hours per week and the normal office hours are between:


    • Monday to Friday 09:00am to 18:00pm, 1 in 8 Saturday's 09.00am - 17.00pm with a day off in lieu during the week.

    The post holder will be required to work in the office 2 days per week during the pandemic, but please note your permanent place of work is Coventry and remote working is only temporary.

    The position of Customer Experience Advisor reports to the Customer Experience Manager.

    Salary £21,000 per annum, with an opportunity to increase after fully trained and competent in the role.