Digital Customer Support Agent
Location: Southampton Central, opposite Southampton central train station
Reports to: Digital Operations Manager
Hours: 37.5 hours per week. Working shifts between 8-6pm**, typically 1 Saturday per month and 1 bank holiday per year. As the business grows, these hours may change.
What is the Role?
As a Digital Customer Support agent, you’ll receive training to deliver top-tier service to customers and third parties through email, WhatsApp, Facebook Messenger, SMS, and live chat. This dual role covers both loan applications and open loan accounts and includes managing customer inboxes, completing admin requests, and supporting the team. You’ll guide loan applicants, provide loan management support, and tailor repayment strategies based on customer needs, as well as provide personalised assistance to vulnerable customers.
Key Responsibilities:
- Communicate with customers via multiple digital channels.
- Assist loan applicants and guide them through document submissions.
- Manage loan accounts by collecting payments, identifying issues, and providing solutions.
- Offer personalised support for customers.
- Proactively identify potential signs of vulnerability or fraud and act accordingly.
What We’re Looking For:
- Strong written communication skills with a focus on empathy and a human approach.
- A positive and enthusiastic attitude with a willingness to collaborate in a lively environment.
- An eagerness to develop and take on new learning opportunities.
- Computer literacy with the confidence to use multiple systems, including our custom-built platforms.
- Ability to manage a varied workload and act with speed and confidence.
Why join our team?
At Bamboo we offer more than just a job – we provide an exciting opportunity to be part of a forward-thinking, dynamic team. Here’s why you should consider joining us:
- Cutting-Edge Technology & AI Integration: You’ll have access to brand-new, state-of-the-art tools and AI-driven technologies, designed to make your job easier and more efficient. We’re committed to providing you with the best resources to succeed, leveraging AI to enhance our workflows and help us stay ahead in the industry.
- Work in a Regulated Environment: By joining us, you’ll have the chance to work within a regulated environment, in which you will become accustomed to working to the highest standards and in the best interest of our customers. This experience is invaluable for those looking to build a strong foundation in compliance and industry standards.
- Independence & Flexibility: We believe in empowering our team members. You’ll have the freedom to manage your own workload, take ownership of your tasks, and work independently while still being supported by a collaborative team.
- Join a Small, Impactful Team: You’ll be joining a close-knit team with the opportunity to have a direct impact on shaping our company’s future. As we grow, you’ll play a key role in building the direction and success of our business, with room for you to grow alongside us.
Additional company benefits include a bonus scheme, 22 days holiday plus bank holidays (increased by one day per each complete year of service up to 25-day max.), casual dress code, access to employee benefit platform PerkBox and employee wellbeing platform Help @ Hand, employee referral scheme, life cover (4x basic salary), dental scheme, cycle to work scheme, pension scheme, optional paid volunteering time and social events.
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
** Our customer service team is undergoing a pilot to trial a change in working hours of 8am-6pm Mon-Thurs, our normal hours are 8am-8pm. We anticipate the trial will be successful.