Customer Care Agent
Axon Moore
Manchester
£30,000 - £35,000 + Benefits
We are currently recruiting for a Customer Care Agent to join a growing and dynamic financial services business based in Manchester.
This is an exciting opportunity for an experienced customer service professional to join a business that places customer outcomes at the heart of everything they do. The successful candidate will play a key role in supporting customers, managing arrears cases, investigating complaints, and ensuring all interactions are handled in line with FCA regulations and Consumer Duty requirements.
The Role
As a Customer Care Agent, you will be responsible for delivering exceptional customer service while supporting customers through a variety of account-related queries and challenges.
Key responsibilities include:
- Acting as the first point of contact for customer enquiries.
- Managing customer accounts, updates, payments, and dispute resolution.
- Supporting customers experiencing financial difficulty and agreeing sustainable repayment plans.
- Conducting affordability assessments in line with regulatory guidelines.
- Investigating and resolving customer complaints in a fair and timely manner.
- Identifying root causes of complaints and recommending process improvements.
- Maintaining accurate records and ensuring compliance with FCA regulations and Consumer Duty principles.
- Working collaboratively with internal departments to deliver positive customer outcomes.
To be successful in this role, you will have:
Essential Experience
- Previous experience within customer service, complaints, collections, or account management
- Experience working within a regulated financial services environment
- Strong communication and relationship-building skills
- Excellent organisational skills and attention to detail
- Experience using CRM systems and Microsoft Office applications
- The ability to manage sensitive conversations with empathy and professionalism
- Experience within consumer finance
- Knowledge of debt management and recovery processes
- Understanding of FCA regulations
- Relevant financial services or collections-related training or qualifications
- Salary of £30,000 - £35,000
- Opportunity to join a growing and ambitious business
- Supportive and collaborative working environment
- Career development and progression opportunities
- Competitive benefits package
- The chance to make a genuine difference to customer outcomes
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