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Customer Support Agent
Location: Central Southampton, opposite to the Southampton central train station.
Hours: Your working hours will be Monday to Friday, between 9am and 5pm.
Bamboo is an award-winning fintech (financial technology), providing unsecured personal loans since 2014. Our Customer Support Agents do not make any ‘cold calls’ or sales calls and therefore in this role your primary activity will be to engage with customers who are actively seeking to progress their online applications over the phone or through our email and webchat channels.
In this contact centre position, it will be your responsibility to provide a first-class customer service experience in line with service level agreements, treating customers fairly and Financial Conduct Authority (FCA) guidelines.
The main features of this role include:
· Engaging with customers through various contact channels
- Maintaining and developing your knowledge of the Bamboo product to allow you to answer customer queries
· Striving for a high level of quality across all forms of correspondence
· Engaging in communication with third party brokers, as well as our internal underwriting and collections teams to ensure the best possible customer outcomes
· Alerting your Team Leader of any irregularity or problem
Skills and Experience needed:
· Strong communication skills
· Team player
· Enthusiasm to learn
· Ability to work in a lively environment
· Computer literacy
As a key member of a dynamic team, the Customer Support Agent will likely have experience working within a customer facing role. Prime applicants may also understand FCA regulations, Data Protection and Treating Customers Fairly or have experience working within either a contact centre environment or the financial services sector.
The Company:
Bamboo is an award-winning fintech - new in design and spirit but at the same time a mature consumer finance business. We have over £500 million of lending under our belt since we first started back in 2014. We hunkered down at the start of the Covid pandemic to ensure we did the right thing by our customers and protected the business – we are back growing fast again and have big ambitions.
We are passionate about customer service and proud and humbled that we have an 'Excellent' Trustpilot score of 4.9, which is rare in the financial services industry. We have won many industry awards, such as the ‘’Consumer Credit Awards’’ award for ‘Best Personal Loan Provider’ in 2017, 2018,2019 and 2021 and the Lending Awards’ ‘Customer Service Excellence – Alternative Lending’ award in 2019. In 2021, we won the ‘’Treating Customers Fairly Champion’’ award in the Consumer Credit Awards. We are very proud of this recognition and feel that it shows our commitment to offering superb service.
We know we must continue to work hard to provide a great service to our customers and continue to maintain their trust and loyalty and keep at the cutting edge of innovation in our sector. There are nearly 100 of us at Bamboo, primarily based in London (near Waterloo) and Southampton (also on top of the central station) and at home!
The Bamboo culture is the heart of our business, we actively promote and encourage a family and team ethos amongst all of our colleagues and peers, no matter what your role is within the company. We often arrange social events such as summer barbeques, quiz nights, team building events and Christmas parties, so that everyone in the business can get to know each other.
Our aim is to invite the best people to be a part of our growing team, to fit in with our friendly and relaxed culture and to provide you with everything you need to grow with us as we explore and expand into new adventures.
Click the link to see our employee testimonials page: https://www.bambooloans.com/blog/category/inside-bamboo-loans/
Benefits: Competitive Salary, Pension Scheme, Discretionary Bonus (based on individual performance and in line with TCF principles ), Life Cover (4x basic salary), 22 days holiday (increases with each year of service up to maximum of 25 days), Perkbox, Dental Scheme (up to Family cover level) , Cycle to Work Scheme, fresh fruit each week, optional paid volunteering time and frequent team building and social events.
Job Type: Full-time
Salary: £21,255.00-£24,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Employee discount
- Life insurance
- Private dental insurance
- Referral programme
Schedule:
- 8 hour shift
Supplemental pay types:
- Bonus scheme
Work Location: In person
