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Are you passionate about delivering exceptional customer service? Do you have strong communication and listening skills? Are you someone who naturally builds relationships, making others feel valued and supported?
If your answer is 'yes' then keep reading.
Who we are
We offer direct personal loans and point-of-sale retail credit at checkout for over 3,000 retail partners. Retailers trust us to provide fast, flexible, and responsible finance solutions for their customers. At Novuna Consumer Finance, we offer finance for lots of life's key purchases, including home furnishings and improvements, special jewellery, leisure services, healthcare, as well as electronics and appliances.
This role is based in Leeds LS11 - We operate team-based office days, and you will be expected to attend the office in person on the same day as your team.
What you'll do
As an integral part of our Consumer Finance division, the Customer Care team is responsible for investigating and resolving customer complaints and Section 75 claims, while dealing directly with both customers and retailers. We are committed to delivering the highest standard of service at every stage.
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In this role, you will ensure every interaction creates a positive experience, building trust and confidence while delivering fair and consistent outcomes for all customers.
You'll Also
- Deliver and demonstrate fair customer outcomes for all Novuna customers
- Investigate and resolve customer complaints and merchandise claims, both verbally and in writing
- Identify and highlight opportunities, red flags, and trends to support continuous improvement in our customer experience
- Accurately capture and record complaint MI to help enhance our customer service and outcomes
What you'll bring
You'll bring a genuine passion for delivering outstanding customer service, ideally within a Financial Services environment. With knowledge of the end-to-end complaints process would be an advantage.
Most importantly, you'll be able to demonstrate empathy, integrity, and the ability to build trust - ensuring every customer feels valued, supported, and understood.
You'll Be a Great Fit If You
- Build strong relationships with both colleagues and customers
- Plan and manage your day effectively, prioritising workload
- Complete tasks in line with defined processes, with strong attention to detail
- Demonstrate essential knowledge of Section 75 regulations
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What can we offer you?
Our benefits package is designed with flexibility in mind, allowing you to customise it to meet your unique needs. Whether you're focused on your health, financial security, or simply want to enhance your lifestyle, we offer a variety of options to support you.
Our Offer To You Includes
- An excellent bonus scheme
- Hybrid working
- 25 days' holiday, plus bank holidays and the option to buy/sell 5 days
- Full wellbeing package including BUPA, digital GP service, 24/7 employee assistance, plus wellbeing events throughout the year
Being yourself
At Novuna, we're a Disability Confident employer, dedicated to creating an inclusive workplace where everyone can be themselves and thrive. If you need any adjustments to support you during the recruitment process, please reach out to us directly.
Please note: This vacancy may close earlier than the advertised closing date if we receive a high volume of applications. We encourage you to apply as soon as possible to avoid disappointment.
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