work for us

Customer Service Co-Ordinator – Fixed Term 6 months

Reporting to the Customer Support Manager the successful candidate will work within the Duologi Operations Customer Service Team.

Summary

The candidate will should have a real flair for ensuring ongoing quality of customer service in a financial environment. You will be at the front line of our customer base making sure queries are resolved quickly and consistently across the team.

Duties and responsibilities (not an exhaustive list)

Answering inbound calls from those requiring immediate status updates on their applications – both from Merchants and end-user customers. (Including the recovery and response to voicemails).

Offering technical support for our customers and internal Merchant team members

Careful handling of cancellations and escalation of potential fraud cases to neighbouring teams.

Advising on correct proof of income and pushing forward to Credit Team for application decisions.

Alongside the calls – the role will enable candidates to help customers on online chat which we intend to relaunch in a format which is bigger and better.

The team will respond to email queries within SLA and KPIs – though some responses will be templated the job will require candidates to formalise well-written replies within the company guidelines.

The candidate will gain a broad understanding of the wider business so correct escalation to neighbouring teams can be achievable.

With all new placements, there will be an expectation that the applicant will get involved supporting the business with prospective ‘positive’ change.

Training will be provided on inhouse existing systems and the new perspective systems later down the line.

This is role is about the being the face behind Duologi customer service – which will enable you to draw on all of your Customer Service skills.

Required Skills and Abilities

Ability to work under pressure and to be able to show a flexible and adaptable approach.

Time management skills, with the ability to review, organise and prioritise.

Must be able to communicate effectively with customers and merchants over the phone and in writing, in a friendly, and professional manner.

Confident in communicating at all levels and adjusting approach to suit the audience.

Must be able to effectively liaise with key stakeholders within the business

Excellent oral and written English.

Technical Knowledge

Essential

Experience in Customer Service

Desirable

Familiarity with the Financial Ombudsman Rules and Regulations

Knowledge in retail finance and finance agreements

Competencies required

Candidates should ideally display the following competencies and behaviours.

Clear written communication

Flexibility

Coping with pressure

Customer focus

Drive for excellence

Reliability

Co-operative teamwork

Clear oral communication

Location – Basingstoke

This role is based in our Basingstoke office. We are currently working from home due to the coronavirus situation up to and including June 2021, and plans for our return will be communicated in due course. It is expected that roles will return to the Basingstoke office on either a full time basis or a phased basis, depending on government guidance, health and safety considerations, and the ability to structure teams and functions effectively.

Please apply with a cover letter and CV sent to jobs@duologi.com.