Specialist Support Agent (Customer Care)

Specialist Support Agent (Customer Care)

About The Role

Go Car Credit is a specialist motor finance lender supporting those with less than perfect credit scores to get behind the wheel. Our hire purchase deals don’t just get people a great car – they give people the chance to rebuild their credit score too.

An exciting opportunity has arisen for a Specialist Support Agent, specialised in supporting our vulnerable customers to join the team based at either our Warrington or Portsmouth office.

This role will form part of our Specialist Support team, are there when our customers need us the most. Where, due to their personal circumstances, a customer needs a greater level of understanding, or an extra level of support, you will be working to understand their situation and offering solutions when they are in times of financial difficulties. As well as being the main point of contact for our customers and support with a range of queries, as well as taking payments, managing complaints, and assisting with account-related questions. Specialist Support Agents communicate with our customers using various channels such as inbound and outbound telephony and email.

You will help our customers understand their financial and legal obligations and always have good customer outcomes at the forefront of your mind.

We encourage applications from people from all backgrounds to join our team at Go Car Credit. Just as our customers come from diverse backgrounds, so do we, and we treat our team and our customers as individuals – with respect and fairness.

Where and when:

Based at our Warrington or Portsmouth office the working hours will be 37.5 hours across Monday to Saturday, between 8am and 8pm, including some bank holidays.

What you need:

The right Specialist Support Agent will have:

• Experience in dealing with sensitive customer queries.
• Experience dealing with vulnerable customers and providing specialist support
• Experience of working in a contact centre/office environment preferred.
• Great communication skills, with the ability to create and build rapport with our customers (verbal, written and listening).
• Customer service or collections experience preferred.
• Experience in effectively discussing sensitive topics and holding difficult conversations.
• Empathy and patience towards our customers, whilst being open-minded to different customer situations.
• High levels of accuracy and attention to detail with a track record of delivering excellent customer service.
• Experience of working within a financial services or a regulated environment with an understanding of the Consumer Duty and good customer outcomes preferred.
• Experience of updating customer records quickly and accurately.
• High levels of verbal and written communication with strong numeracy and influencing skills.
• Ability to work collaboratively with colleagues and customers for the mutual benefit of our customers and our business.

In return we offer:

• Competitive salary
• Work-life balance – 37.5 hours per week, hybrid working from our Warrington or Portsmouth office with a level of flexibility that enables you to have a good work-life balance
• 25 days’ holiday plus bank holidays and a day off for your birthday (FTE)
• Wellbeing support – market leading EAP including 24/7 advice line, counselling for you and your immediate family, menopause support and virtual GP appointments, paid leave when you need it most (company sick pay, time off for medical appointments, emergency dependent leave, compassionate leave and fertility treatment leave)
• Financial support – financial coaching & support through our EAP, a discount platform access, car sharing scheme, discounted gym memberships, free flu vaccinations
• Positive culture with a sociable atmosphere, casual dress code, food and drinks provided in the offices at great business park locations

We encourage applications from people from all backgrounds to join our team at Go Car Credit. Just as our customers come from diverse backgrounds, so do we, and we treat our team and our customers as individuals – with respect and fairness. If this sounds like the role for you, please get in touch.

If this sounds like the role for you and you’d like to take advantage of working for a growing company, send your CV and a covering note to Careers@GoCarCredit.co.uk