Customer Service Agent

Location: Southampton

Salary: Competitive + Bonus + Excellent Benefits

Hours: 37.5 hours per week

We are recruiting on behalf of a well-established and growing financial services organisation that is transforming the consumer lending industry through innovative technology, data-driven decision-making, and a strong commitment to customer care. With a workforce of over 150 employees and offices in Southampton and London, the business is known for its collaborative culture, customer-first approach, and excellent reputation within the market.

This is an exciting opportunity to join a supportive and fast-paced environment where career development, employee wellbeing, and customer satisfaction are at the heart of everything they do.

The Role

As a Customer Service Agent, you will receive comprehensive training and support to deliver an outstanding experience to customers. You will take the time to understand each customer's personal and financial circumstances, helping to provide suitable and sustainable solutions tailored to their needs. You will play a key role in maintaining customer satisfaction while supporting the continued growth and success of the business.

Key Responsibilities

• Handling inbound and outbound customer calls, as well as occasional communication via email and SMS.
• Managing existing customer accounts, including payment collection, account rehabilitation, and query resolution.
• Identifying potential issues early and proactively implementing suitable solutions.
• Providing empathetic and professional support to customers, including those who may be in vulnerable situations.
• Building positive relationships with customers through clear communication and excellent service.
• Ensuring all customer interactions are handled fairly, accurately, and in line with company procedures.

About You

The ideal candidate will have a genuine passion for customer service and enjoy helping people find solutions.

Essential Skills & Attributes

• Strong communication and interpersonal skills.
• Ability to build rapport and confidence with customers.
• A positive and enthusiastic attitude.
• Excellent listening and problem-solving abilities.
• Comfortable working within a team-focused, fast-paced environment.
• Open to receiving feedback and committed to personal development.
• Good IT and computer skills with the ability to learn new systems quickly.
• A customer-first mindset with a desire to provide exceptional service.

Previous experience within financial services or another regulated industry would be advantageous but is not essential, as full training will be provided.

Benefits

• Quarterly discretionary bonus scheme based on individual and company performance (after successful completion of probation).
• 22 days annual leave plus bank holidays.
• Additional holiday entitlement with length of service, increasing up to 25 days plus bank holidays.
• Casual dress policy.
• Life assurance (4x salary).
• Dental scheme.
• Pension scheme.
• Income protection insurance.
• Cycle to Work scheme.
• Employee discounts through Perkbox.
• Employee Assistance Programme and counselling support.
• Access to GP services.
• Referral bonus scheme of up to £500 per successful referral.
• Ongoing training, coaching, and career development opportunities.
• Optional paid volunteering time.
• Regular company social events, including summer and Christmas celebrations, team-building activities, and quiz nights.

Why Apply?

This is an excellent opportunity for someone looking to build a long-term career within a growing organisation that genuinely values its employees. You'll join a friendly and ambitious team where your contributions will be recognised, your development supported, and your work will make a real difference to customers' lives.