Part-Time Customer Service Executive, Tandem

• Team player willing to go the extra mile and handle high call volumes efficiently
• Positive can-do attitude with a flexible approach to meet business needs
• Excellent organisational skills to manage tasks in a fast-paced environment
• Honest, reliable, and committed to delivering high-quality service

Desirable

• Working Pattern: 18 hours per week, with three, six-hour shifts preferably 9:00 AM–3:30 PM, (including a 30-minute lunch break). Mondays, Tuesdays and Friday. Some flexibility is available for the right candidate regarding specific days and hours
• This is a key role in ensuring that the fair treatment of customers is embedded within the Operations team whilst ensuring that fair customer outcomes are consistently delivered
• To support the Operations Manager to achieve departmental service levels whilst upholding company standards and complying with all relevant Company and regulatory obligations (including adherence to FCA rules (including FCA CONC rules, delivering fair customer outcomes TCF, FCA, CCA, DPA)
• Our Operations teams, handle all customer contact, managing inbound queries throughout the product lifecycle and supporting customers in financial difficulty or arrears. We aim to deliver exceptional service through knowledgeable, well-trained colleagues who meet our customers’ needs
• Build trust with customers, providing tailored information and managing inbound communication related to servicing and arrears
• Ensure accurate issuance of regulatory documentation (e.g., statements, redemption quotes)
• Identify and refer issues requiring specialist handling (complaints, vulnerability, fraud)
• Handle customer complaints, investigating and resolving with a focus on fairness
• Support vulnerable customers and address their specific needs with care
• Proactively manage arrears, identifying causes and negotiating repayment solutions
• Conduct Income and Expenditure assessments, making repayment decisions based on TCF principles
• Ensure compliance with Company standards, FCA regulations, and customer treatment principles
• Maintain competence through ongoing training and stay updated on regulatory changes
• Contribute to company objectives, promoting fair customer outcomes and best