Job Description

Job title:

Digital Customer Support Specialist

Location:

Southampton Central, opposite Southampton central train station

Reports to:

Digital Operations Manager

Hours:

37.5 hours per week. Working shifts from 08:00 - 16:30 Monday to Thursday, with at least one late shift per week, finishing at 8pm and 08:30 - 17:00 Fridays. As the business grows, these hours may change. Some Saturday and bank holiday support may be required on an ad hoc basis in line with business needs.

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 Trust Pilot reviews: https://uk.trustpilot.com/review/bambooloans.com

What is the Role?

As a Customer Support Specialist, you will be given the tools and training to provide exceptional service to customers and third parties reaching out to us via email, WhatsApp, Facebook messenger, SMS and live chat to discuss both loan applications as well as open loan accounts, in this dual skilled role covering both sides of our Operations team. Your role will also include managing our customer service inboxes, completing administration requests and providing support to the rest of the Customer Support team. During communications, you'll provide basic loan application guidance and loan management support as well as establish the customers' financial and personal circumstances to allow you to provide sustainable repayment strategies based on the customers' needs, whilst always doing the right thing.

You

WILL

make a difference at Bamboo - to your customers, your colleagues, and the business. Our success, reputation and customer satisfaction will be a direct reflection of the actions you take, and you'll be a key part of our dynamic team helping our business to reach new goals and grow. Passion is key!

Communication:

Primarily email, WhatsApp, SMS, and live chat communications to customers and some third-party companies (debt management, insolvency firms etc.); however, communications are based on our customers' needs and sometimes include Facebook Messenger and liaising with internal and external phone teams.

Assisting loan applicants:

Providing guidance and information to assist applicants with the navigation of their online accounts and provision of documents, relaying information from and liaising with our Underwriters as well as identifying and flagging potential signs of fraud and vulnerability.

Managing existing loan accounts:

Rehabilitating and collecting payments whilst also proactively identifying issues, establishing and implementing solutions and answering/actioning any queries.

Tailored support:

Confidently helping those in vulnerable situations by providing support and personalised solutions, whilst accommodating any individual needs. Training for this would be provided if needed!

What Are We Looking For?

Strong written communication skills:

You will have excellent written skills with the ability to quickly and confidently communicate empathy, excellent customer service and a human approach in writing.

Team player:

You can work well alongside others in a lively environment. You are personable, someone we can count on with a good sense of humour, looking to make your colleagues your 'Bamboo family'.

Enthusiasm:

You will have an awesome attitude, genuinely care about helping others and be passionate about delivering service that will leave our customers with one less thing to worry about.

Development:

You will be eager to receive regular feedback to assist in the growth of your career, and are motivated by your own development, looking for new opportunities to learn, and contribute wider than your role.

Computer/systems knowledge:

You will confidently know the basics and be excited to use our custom-built systems, developed by experts within our industry. We'll provide you with the state-of-the-art tools to do your job excellently.

Customer service:

You will be the digital voice of Bamboo, providing outstanding customer support and leaving a positive lasting impression.

Positivity:

You will be a positive and enthusiastic individual with a 'whatever it takes' attitude and a willingness to embrace and maintain the 'family feel' happy workplace we have worked so hard to create. Your happiness is an essential part of any job, and we will keep you smiling!
Experience in the financial sector or a regulated environment would be beneficial but is not mandatory for those that wish to apply. We love to see our team progress within our business, so you will receive ongoing training about our industry as well as Bamboo itself, being provided with all the key coaching you need to meet your personal targets and nurture your career.

Experience in a similar digital-based role is desired but not essential. It is vital that you can effectively manage a varied workload, act with speed and efficiency, maintain excellent attention to detail when communicating with customers and proactively communicate with those around you to compliment our team goals.

What are the Bamboo Benefits?

Bonus Scheme:

Dependent on your performance (mainly focused on quality & attitude) plus the business's performance, you will be enrolled in our quarterly bonus scheme once you've successfully passed probation

Working Hours:

We believe in a work-life balance and the importance of having some

you

time, we therefore ensure that everyone at Bamboo gets a 5pm finish every Friday

22 Days Holiday plus bank holidays:

Increases with each year of service up to a max of 25 days

Casual Dress:

Wear what makes you comfortable to deliver an excellent customer experience

Cover for YOU:

Life Cover (4x basic salary), Dental Scheme, Cycle to Work Scheme and Pension Scheme

Perk Box:

100's of discounts on well-known brands and lots more

Help @ Hand:

Access to free GP & counselling support services

Referral Program:

You can earn up to 500 for each successful colleague referral

Career Development:

Regular coaching, personal feedback, colleague shadowing and monthly 121s to identify your progression path and help your career develop at Bamboo

Optional Paid Volunteering Time:

Join our Charities Committee in supporting our local charities

Bamboo Socials:

Our Social Committee work hard all year round to provide lots of events including summer parties, quiz nights, team building events, and Summer and Christmas parties
Job Types: Full-time, Permanent

Pay: From 25,095.00 per year

Benefits:

Casual dress Company events Company pension Cycle to work scheme Enhanced maternity leave Enhanced paternity leave Life insurance Paid volunteer time Private dental insurance Referral programme Sick pay
Work Location: In person