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Customer Care Administrator

 

Department: Strategy & Product teamLocation: Head office, London
Reporting to: Head of Strategy & ProductBand: 7
Management Responsibility: N/ASalary: £23,000 – £25,000
Closing Date: 5pm, 20th February, 2018

This role is no longer available

Purpose of Role

The Start Up Loans Company’s (SULCo) Strategy & Product team is the guardian of the Start Up Loans product value proposition and is responsible for identifying strategies to ensure it is delivered in the most efficient and effective way, in order to deliver strong value for money. One of the ways the team does this is by simulating the end-to-end Start Up Loans application process via an in-house delivery unit, referred to as ‘The Hub’, in which a team of Business Advisers works directly with customers to offer business support and assess loan applications. In addition to supporting the needs of their customers, The Hub team is responsible for trialing new delivery approaches, systems, processes and policies to ensure they are fit for purpose prior to being rolled out to the wider Delivery Partner network.

The purpose of this role is to support all aspects of delivery in The Hub, including both customer care and team administration, in order to ensure efficient, effective, compliant and customer-centric operations. In addition, this role supports the wider Strategy & Product team in carrying out a range of key projects to further the business’s short and long term objectives.

Main duties

Customer care & processing:

  • Review initial application submissions to the team to ensure that all required information and documents have been provided.
  • Conduct triage calls when new customers are submitted to the team to assess their needs and identify support requirements.
  • Build a strong rapport with customers to help them understand SULCo’s requirements and ensure they are clear on what they need to do next.
  • Effectively and sensitively communicate a range of messages to customers (e.g. eligibility reviews, decline decisions, document requirements, system or other delays etc.) at various stages of their journey.
  • Conduct a range of checks on customers (e.g. credit checks) and review documents submitted (e.g. identity verification, business documents etc.) to determine if customers are eligible to apply and any additional requirements.
  • Monitor the overall caseload for each of the Business Advisers (BA) and oversee the assignment of new customers to each BA to ensure optimum balance.
  • Work closely with the Customer Service team to ensure consistency in approach across the two teams and respond to / escalate any issues within a timely manner.
  • Capture and record first stage customer complaints or expressions of dissatisfaction and work with the relevant parties to resolve the issue and avoid it being escalated further.

Team administration:

  • Be the ‘owner’ of The Hub team phone line and email inbox, managing general customer enquiries and ensuring they are responded to in a professional manner and within SLA.
  • Regularly produce a range of reports to support with operational planning, working closely with SULCo’s data team as required.
  • Manage and maintain team folders to ensure they are well organised, up to date and support team operations.
  • Ensure that all team documents and templates correctly reflect agreed business processes; are regularly reviewed and updated, with all changes correctly logged and approved prior to implementation; and are easily accessed and consistently used by the team.
  • Coordinate regular audits and quality control checks across all elements of delivery and team operations, helping to identify and correct any areas of misalignment.
  • Ensure an up-to-date knowledge of all business policy requirements (e.g. Lending Policy, Minimum Standards, Complaints, Treating Customers Fairly, Privacy Policy etc.) and ensure the team is operating in a compliant way.
  • Produce and maintain process maps, guidelines and other forms of documentation to reflect approved delivery approaches and ensure these are being effectively followed by all team members.
  • Carry out a range of other ad hoc responsibilities related to administering the team as required.

General / Other:

  • Develop and maintain a strong knowledge of SULCo’s products and operations.
  • Build and maintain effective and productive working relationships with a range of key stakeholders, including but not limited to customers, colleagues, management, suppliers.
  • Identify opportunities for delivering improvements that support the overall team and business objectives (e.g. improving conversion rates and overall efficiency, reducing journey lengths, delivering an optimum customer experience etc.)
  • Participate in a range of short and long term projects being carried out by the Strategy & Product team, including but not limited to conducting research, documenting requirements, circulating notes/outputs, platform testing, updating records and documentation, communicating to stakeholders, preparing deliverables, managing the approval process.

This job description defines the role as it exists now. It is not meant to represent an exclusive description of the job holder’s responsibilities as these may vary from time to time in line with the needs of the business. This role may change and evolve over time and any changes will be communicated appropriately.

Knowledge and experience

  • Experience in a customer service and/or team administration role (essential);
  • Experience in a similar role within financial services or business support industry or a start up business (preferred).

Internal and external stakeholders

  • Customers
  • Business Advisers in The Hub
  • Customer Service team
  • Customer Experience team
  • Strategy & Product team
  • Finance Partners (external)

Key competencies

  • Excellent communication skills, both verbal and written;
  • Strong attention to detail and commitment to high quality standards;
  • Comfortable working with numbers and managing multiple systems;
  • Well-organised and disciplined in approach, able to juggle a mixed workload;
  • Solution oriented approach and able to think on their feet;
  • Able to relate well and manage the needs of a wide range of stakeholders;
  • Able to work independently and as part of team;
  • Seeking career development opportunity.

Qualifications

Educated to A-Level Standard

Desirable skills

Strong knowledge of Microsoft Excel and Powerpoint

Experience using Salesforce CRM or a similar CRM systems

Status

This job description defines the role as it exists now. It is not meant to represent an exclusive description of the job holder’s responsibilities as these may vary from time to time in line with the needs of the business. This role may change and evolve over time and any changes will be communicated appropriately.

It is a requirement that you submit a cover letter along with your CV

This role is no longer available