Customer Support Agent
Job title: Customer Support Agent
Location: Southampton central, opposite Southampton central train station
Reports to: Customer Support Team Leader
Hours: 37.5 hours per week, 9am-5pm with occasionally Saturdays of 9am-2pm.
Why Choose Bamboo?
Bamboo is an award-winning loan provider, building our business around helping people with affordable finance. We are passionate about providing first-class customer service which is reflected in our 'Excellent' Trustpilot score of 4.9 as well as the many industry awards that we have won. We always strive to do the right thing, with the customer at the forefront of any decisions that we make.
Our amazing TrustPilot reviews: https://uk.trustpilot.com/review/bambooloans.com
What is the Role?
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.
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.
- Liaising with other team members to ensure daily strategies are achieved
- Engaging with customers through various contact channels, such as:
- Inbound calls
- Outbound calls
- Emails
- SMS
- WebChat
- Striving for a high level of quality across all forms of correspondence
- Maintaining and developing your knowledge of the Bamboo product to allow you to answer customer queries
- Attending and participating in team meetings and training sessions
- Engaging in communication with third party brokers, as well as our internal Underwriting, Compliance, and Collections teams to ensure the best possible customer outcomes
- Alerting your Team Leader of any irregularity or problem
- Assisting customers with navigation of their online accounts and provision of documents
- Identifying and flagging potential signs of fraud and vulnerability
What Are We Looking For?
- Strong communication skills
- Team player
- Enthusiasm to learn
- Ability to work in a lively environment
- Computer literacy
- Active listening
- Proactive & effective questioning
What are the Bamboo Benefits?
- Bonus Scheme: Dependent on your performance (mainly focused on quality & attitude) plus the business’s performance, you will be enrolled in our quarterly bonus scheme once you’ve successfully passed probation
- 22 Days Holiday plus bank holidays: Increases with each year of service up to max of 25 days
- Casual Dress: Wear what makes you comfortable to deliver an excellent customer experience
- Cover for YOU: Life Cover (4x basic salary), Dental Scheme, Cycle to Work Scheme and Pension Scheme
- Perk Box: 100’s of discounts on well-known brands and lots more
- Help @ Hand: Access to free GP & counselling support services
- Referral Program: You can earn up to £500 for each successful colleague referral
- Career Development: Regular coaching, personal feedback, colleague shadowing and monthly 121’s to identify your progression path and help your career develop at Bamboo
- Optional Paid Volunteering Time: Join our Charities Committee in supporting our local charities
- Bamboo Socials: Our Social Committee work hard all year round to provide lots of events including summer parties, quiz nights, team building events, and Summer and Christmas parties
If you are tired of the mundane 9-5pm, are based in or around Southampton, thrive in a fun and energetic environment where you put customers first and make a genuine difference to people, we’d love to hear from you. You will be joining our Bamboo family of 100 team members at a very exciting time in our journey, and we want the best people to experience this with us!
Send your CV to joinus@bambooloans.com with the position you are applying for as the subject line of your email.