Customer Support Specialist at PremFina – Contact Centre

PremFina is seeking candidates with exceptional communication skills to join their team as Customer Support Specialists.

About the Company

As a leading provider of premium finance in the UK, PremFina is known for its fast-paced growth and strong customer loyalty. The company uses cutting-edge technology and AI-driven solutions to transform insurance payment methods, ensuring greater accessibility for all stakeholders.

Position: Domiciliary Care Worker

Salary: From £26,250.00 per year

Job Type: Full Time

Location: Remote

About the Role

This is a fully remote, work-from-home position with hours from 08:30 AM to 6:00 PM, Monday to Friday. While rare, you may occasionally be required to travel to our London office for Quarterly Town Halls or other ad-hoc meetings.

Key Skills & Responsibilities

As a self-motivated, results-driven individual with excellent verbal and written communication skills, you will have a genuine passion for delivering exceptional customer experiences. Your commitment to doing the right thing for customers, clients, and regulators will ensure that we continue to uphold our high standards.

If you’ve previously worked in a customer service environment, you’ll thrive in a role where every day presents a new challenge. You will be skilled at navigating complex situations and driven to find solutions. You are the kind of person who always strives for excellence, constantly seeking to improve processes and recommending more efficient ways of working. You’ll also be recognized by your peers as a role model and a valuable team player.

A Typical Day in the Role

While many roles claim that no two days are the same, we can truly stand behind this. Unlike larger Contact Centres, we pride ourselves on being a small team of BIG talent. Every team member plays a critical role in delivering for our customers and clients, which is why no two days are alike.

Our Client Services team handles a variety of customer interactions, including emails, live chats, and phone calls. One moment you could be responding to a live chat, and the next, answering a phone inquiry. Calls vary in nature, but often involve queries about fees from returned payments or payment date information, among other topics.

Why Performance Matters

Every team member is vital to our success, which is why we monitor performance and productivity at all levels. Delivering exceptional customer service is our top priority, and we rely on each team member to help us achieve this.

Main Duties

  • Be there when our customers need us most; always being seen as the go-to person and by representing and upholding the values of PremFina at every opportunity.
  • Answer Inbound calls fluently from customers / and or clients within agreed service levels and providing the highest level of service within agreed policy and procedure.
  • Answer written communications that are received from online channels such as email, live chat and social media within agreed service levels, policy and procedure, with exceptional grammar.
  • Update records within core IT systems such as Freshdesk, and ensuring any input is both timely and accurate.
  • Handle Level 1 customer complaints within company and regulatory procedures, ensuring customers are treated with respect, fairness, and integrity and within agreed timelines.
  • Escalate any issues in a timely manner to your Team Manager, following through to completion whilst managing customer expectations.
  • Educate customers on self-service solutions available, driving greater interaction through automated solutions rather than voice.
  • Support the business by identifying and sharing any improvements that contribute to better processes or customer experiences.
  • Ensure adherence to all company policy and procedures, including completion of mandatory compliance training within agreed timelines.
  • Undertake any other activities in relation to the delivery of services of PremFina as required by the business

Qualifications

Technology (To be able to work from home)

  • Ability to work remotely (virtually) with the space and freedom to have confidential calls with clients
  • Access to a reliable / fast internet connection.

You (essential)

  • Excellent verbal and written communication skills
  • Customer obsessed – thrives on helping and providing solutions to clients
  • Minimum of 12 months experience within a Contact Centre – across channels including Voice, Chat and Online.
  • Confident, Self-motivated, and disciplined with the drive to work autonomously.
  • Computer literate, able to use tools such as Microsoft with the ability to multitask through a variety of tools designed to help you on the phone or non-voice channels with customers.
  • Excellent team player with a positive, confident can-do attitude.
  • Flexible approach to tasks and workload.
  • Demonstrable experience working towards to targets such as Customer Satisfaction, Re-Open rates, Service Levels etc.

(Desirable)

  • Knowledge or experience of working across a UK Financial Services account.
  • Understanding of what Premium Finance is and how it works.
  • Experience in systems such as Freshdesk or Zendesk

Benefits

  • Competitive salary – £26,250
  • Discretionary bonus
  • 25 days holiday per year
  • ‘All About Me’ day
  • Perkbox
  • Private health insurance
  • Pension contribution
  • Flexible working
  • Professional development/qualifications support
  • All the latest tech you need
  • Social events

Required Documents

  1. CV/Resume
  2. Cover Letter

Application Process

Interested and qualified candidates should kindly CLICK HERE to learn more and apply

Application Deadline

Open until filled