About Jaja
Our Mission: Empowering our customers to buy, borrow and build – driven by tech, fuelled by data, and built for the future.
Our Company Values: Care Deeply, Adapt & Thrive, Challenge everything, Go for it!, Own It, Make it Simple!
At Jaja, we’re redefining consumer finance with innovative, simple, and intelligent solutions. Our mission is to be the UK’s Digital Lender of Choice. Joining us means becoming part of a collaborative, forward-thinking team where your ideas and contributions shape the future.
We are on a mission to liberate customers from needless complexity, wasted time and frustration. Or as we say it, Make Simple.
We will delight our customers – making the customer experience simpler, more enjoyable, more intelligent – treating customers fairly and giving them more control of their money.
Why join us?
This is a chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever.
About The Role
You will form part of a team of up to 15, predominantly supporting general customer service chat, but also providing support with overflow of more complex back office processes, complaints administration and social media duties (once you find your feet). Driving performance to ensure SLA’s are met, we deliver a strong customer experience whilst being sure we meet our regulatory commitments.
Where customer engagement is required you will require strong communication skills, making use of various methods of communication available to manage this effectively throughout.
In accordance with process you will need to work to agreed SLA’s and work with your Team Manager to make recommendations to improve processes. Given the nature of our company, innovation and change is at the heart of what we do, as such there is a great opportunity to innovate and be at the forefront of change. This provides a great opportunity for self-development whilst driving forward this new Operation.
What You'll Do
* Handle customer enquiries via webchat, email, telephone and letter to the highest of standards.
* Provide a range of complex processing and administrative activities, to provide our customers with an efficient service.
* Manage Social Media interactions with customers, with the specific goal of improving the companies online presence, reputation and associated scores.
* Deal with and resolve customer complaints at first point of contact where possible, and escalating accordingly thereafter.
* Problem Solving and adapting to the ever-changing environment and reacting quickly to meet challenges.
* Manage a variety of different workloads and processes, at any one given time from across the entire customer journey. Generating original solutions to problems.
* Maintaining all customer data, other records and reporting to the highest degree of accuracy within company guidelines and regulatory standards.
* Proactively collate and share customer feedback across the business to improve the Jaja offering, core processes and procedures and the service customers receive.
* Own any identified procedural or technical issues through to resolution.
* Suggesting, supporting and potentially delivering process and technological improvements.
* Always delivering exceptional customer experience.
* Support the Team Manager with the day to day management of workflow, performance and delivery against SLA’s when required.
* Work hand in hand with our clients & suppliers ensuring a smooth customer journey.
* Meet quality requirements to deliver compliant processes and a great customer experience.
* Fostering an environment of teamwork to ensure that all services are delivered on time and company goals are met.
* Problem Solving, adapting to the ever-changing environment and reacting quickly to meet challenges.
* Maintain knowledge of all products and services offered and keep informed of new or changing developments, products, services or ideas which would affect operations.
About You
* Experience of contact centre / customer service environments.
* Experience working in financial services sector.
* Strong communication and stakeholder management skills.
* Evidence of delivery and execution focus within a demanding environment whilst managing conflicting priorities.
* Experience of working in a fast-paced changing environment.
* Experience of working with payments technology and platforms would be desirable, but not essential.
* Organisational and time-management skills.
* Experience of working across the customer journey.
* Technology/optimisation and automation focused.
What's In It For You?
* The chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever.
* Fully flexible remote hybrid working model.
* Potential for part time working around other / family commitments.
* Pension contributions.
* Bonus potential.
* Private medical cover.
* 25 days annual leave (FTE) plus UK bank holidays and your birthday off (with an additional day added for each full calendar year worked, up to a maximum of 30 days).
* 4x life insurance cover.
* Employee assistance program.
#J-18808-Ljbffr