Customer Service Advisor - Embedded Finance

Established in 1996 to provide flexible and accessible finance to SMEs across the country Propel has since grown to become one of the UK's largest finance houses. From this continued success we are now looking to recruit a Customer Service Advisor to allow us to continue our exciting growth plans.

Putting customers at the heart of everything we do, we are on the lookout for people with a passion for people: An open ear, a kind word, and empathy, as it's the way we do business with our customers that differentiates us

As a Customer Service Advisor, you will play a key role in delivering an excellent customer Journey during the length of a customer's agreement.

Role Responsibilities;

• Resolving customer queries over the phone, ensuring they are satisfied with the outcome and have received an excellent customer experience.
• Resolving customer queries via email in a professional and timely manner, ensuring the customer receives an excellent customer outcome.
• Work collaboratively with team members and other departments to improve the customer journey and ensure that every customer agreement is managed in line with internal policies and procedures.
• Provide support to customers regarding future and past transactions on their agreement.
• Administer in life changes to customers personal and business details, such as address, contact details and bank details.
• Generate and provide accurate part and full settlement quotes.
• Administer and facilitate agreement terminations and unwinds in an accurate and timely manner.
• Manage and allocate any incoming payments to customer accounts and request and administer customer refunds.
• Responsible for the correct collection of customer payments via direct debit by creating Direct Debit file, and managing BACS reports and errors, on a daily basis.
• Identify potential agreements which require a novation and administer the novation process.

Key skills required;

• Previous Customer Service role experience is essential.
• Confident and professional telephone manner.
• Good written and verbal communication skills.
• Organised and detail orientated.
• Active listening skills.
• Awareness of internal and external SLAs to ensure they met.
• Prioritisation and time management skills.
• Complaint handling skills.

So, why would you want to work here?

We have a great working environment - it's an ambitious business, but we achieve so much because of our people. Everyone in the business, no matter their team or role has the opportunity to shape the outcome, share ideas, make suggestions, and have their voice heard. It's a truly collaborative place to work.

Benefits you can expect:

• 25 days annual leave + bank holidays
• Half a days seasonal shopping holiday
• The day off for your birthday
• 2 additional days holiday after 5 years service
• Hybrid working options
• Private Medical Insurance
• Subsidised gym membership
• Pension scheme
• Lots of company events and rewards

We are proud to be a member of Stonewall's Diversity Champions programme and are committed to improving workplace inclusion.