Job title: Customer Service Agent
Location: Southampton Central
Reports to: Servicing Team Leader
Hours: 37.5 hours per week. Current working shifts between 8am and 6pm, typically one Saturday per month and bank holidays depending on business need.
Why work for us?
Originally spun out of a successful UK consumer lending business, back in 2014, we now have three entities in our Group, building a smarter, fairer way to do personal lending supported by a state-of-the-art platform that fuses real-time data, embedded analytics, and advanced modeling capabilities: combining powerful technology with real human care, with a shared mission to redefine consumer credit.
We're now over 150 strong, and our office locations being based in London (Waterloo) and Southampton Central. No matter where you're based, you'll be part of a culture that's collaborative, supportive, and driven by shared values. We believe in celebrating success (expect Summer and Christmas parties, quiz nights, and even the odd bake-off), learning together, and having each other's backs.
We move fast, aim high, and treat both our customers and our team with fairness and care. If you're ambitious, curious, and excited to be part of something meaningful, we'd love to hear from you.
What is the Role?
As a Customer Service Agent, you will receive the tools and training you need in order to deliver an outstanding experience for our diverse customer base. You'll take time to understand each customer's financial and personal circumstances, so you can offer sustainable solutions that truly support their needs.
Our success, reputation and customer satisfaction will be a direct reflection of the actions you take, and you'll be a key part of our dynamic team helping our business to reach new goals and grow.
* Communication: Handle outbound and inbound calls to customers. Communications are based on our customers' needs and occasionally include other methods such as email & SMS.
* Managing existing loan accounts: Rehabilitating and collecting payments while proactively identifying issues, implementing solutions, and answering or actioning any queries.
* Tailored support: Providing confident and compassionate assistance to customers in vulnerable situations by offering personalised solutions and adapting to individual needs.
What Are We Looking For?
* Strong communication: You listen, empathise, explore appropriate solutions, and build confidence with every customer, helping us deliver our one‑stop strategy.
* Team player: You can work well alongside others in a lively environment. You are personable, someone we can count on with a fun personality, looking to make your colleagues your friends.
* Enthusiasm: You have a positive attitude, genuinely care about helping others, and are passionate about delivering a service that gives customers one less thing to worry about.
* Development: You're open to regular feedback, motivated by your own growth and always looking for opportunities to learn and contribute beyond your role.
* Computer and systems knowledge: You're comfortable with the basics and excited to use our new servicing platform, built with industry expertise to help you do your job brilliantly.
* Customer service: You'll be the voice of our company, providing outstanding support and leaving customers with a lasting positive impression.
Experience in the financial services or a regulated environment is beneficial but not essential. You will receive ongoing training about the industry and our company and will be provided with the support needed to meet your personal targets and develop your career.
What are the Benefits?
* Bonus Scheme: A discretionary quarterly bonus scheme subject on both the business's and your performance, with a key focus on quality & attitude, which you will be enrolled onto once you've successfully passed probation
* 22 Days Holiday plus bank holidays: Annual leave increases with each year of service, up to a maximum of 25 days, plus bank holidays (including the original 22 day entitlement)
* Casual Dress: Wear what makes you comfortable to deliver excellent customer experience
* Cover for YOU: Life Cover (4x basic salary), Dental Scheme, Cycle to Work Scheme and Pension Scheme, income insurance up to 75% of your salary (insurance to cover part of the income if you are unable to work due to long-term illness, injury or disability)
* Perk Box: Access hundreds of discounts on well known brands, plus additional perks throughout the year.
* Help @ Hand: Access to free GP & counselling support services
* Referral Program: You can earn up to £500 for each successful colleague referral
* Career Development: Benefit from regular coaching, personalised feedback, colleague shadowing, and monthly 1to1s to support your career progression
* Optional Paid Volunteering Time: Join our Charities Committee in supporting our local charities
* Socials: Our Social Committee works hard all year round to
* deliver brilliant events, including summer parties, quiz nights, team‑building activities, and our annual Summer and Christmas celebrations.
If you're looking for something more meaningful than the usual 9–5 and are based in or around Southampton, this could be the perfect place for you. If you thrive in a fun, energetic environment, want to put customers first, and want to make a genuine difference to people's lives, we'd love to hear from you.
Job Type: Full-time
Pay: Up to £26,500.00 per year
Work Location: In person