Job Description

The Customer Liaison acts as the organisation's primary point of contact providing clear guidance and consistent support throughout the lending journey.

You will handle inbound enquiries, lead prospective customers through the loan application with clarity and warmth, and remain their trusted point of contact once funds are released. By providing accurate information, timely documentation, and empathetic assistance - particularly to vulnerable individuals - you will deliver an excellent customer experience from first call to final repayment.

Key Work Roles

Embody our Code of Conduct and Values and embed the principles of Consumer Duty across all activities, evidencing a strong commitment to the financial well-being of our customers Respond promptly to telephone and digital enquiries, signpost or escalate where appropriate. Telephone excellence - build rapport quickly, communicate complex information in plain language, and manage difficult conversations with confidence and tact. Application support - guide applicants through forms, evidence gathering, affordability checks, and any accessibility adjustments they may require. Account servicing - issue regular statements, balance confirmations, redemption figures, and settlement letters within agreed timescales. Multi-channel assistance - resolve queries via phone, email, webchat, and post, ensuring records are complete and accurate. Administrative accuracy - maintain customer files and update the Loan Management System. Team cover - pick up overflow tasks and provide holiday or sickness cover so service levels never dip. Continuous improvement - suggest and help implement process enhancements, including the adoption of new technology such as AI tools.

Required Skills:

Essential

Proven success in a customer-facing role with significant telephone interaction Outstanding verbal and written communication, able to adapt style for vulnerable customers Empathetic approach and the resilience to handle sensitive conversations Meticulous organisation and high numerical accuracy Confident user of MS Office

Desirable

Experience in financial services Knowledge of social impact lending or community support programmes Familiarity with FCA compliance requirements Familiarity with local-authorities Understanding of safeguarding principles Working knowledge of AI tools
If you are passionate about providing exceptional customer support and have the skills to excel in this role, we encourage you to apply. Join our team and make a difference in our customers' financial well-being!

More than just a job...

When you join Lendology, you're joining a workplace that puts people first. That's why we offer brilliant perks designed to support your wellbeing and make everyday life a little easier.

From flexible working arrangements to free office parking, Smart Health access for you and your family, and a generous 8% employer pension contribution after probation. You'll also have access to our employee borrowing scheme and a Health Insurance Cash Plan to help with everyday medical costs.

Our team is based at our Taunton office Monday to Friday, with core hours of 8:30am-5:00pm. And while we're a busy bunch, we believe balance matters -- so we're proud to offer a nine-day fortnight to help everyone recharge and enjoy life outside of work.

Applications can also be made via: https://app.healthboxhr.com/job-application/external/ad3fa84d-cb44380f-824b29b3-cd071213

Job Types: Full-time, Permanent

Pay: 23,000.00 per year

Benefits:

Additional leave Casual dress Company events Company pension Free parking Life insurance On-site parking Private dental insurance Private medical insurance
Schedule:

Monday to Friday Weekend availability
Ability to commute/relocate:

Taunton, TA4 1EU: reliably commute or plan to relocate before starting work (required)
Work Location: In person

Application deadline: 12/07/2025