Customer Experience Manager - Kettering

Recruiter
Provident Financial Management Services
Location
Kettering
Salary
£23k - £27k pa
Posted
13 Apr 2017
Closes
12 May 2017
Contract Type
Permanent
Hours
Full Time
At Provident, We Drive, We Engage, We Connect: Together We Make Life Better.

Provident Financial Group is made up of Provident Personal Credit Limited, Cheque Exchange Limited and Vanquis Bank. We are the UK's leading suppliers of personal credit products to customers who might have difficulty obtaining credit elsewhere. We're the friendly face of finance and loans, and we're proud of the relationships we have built for over 130 years, making millions of lives better by looking after them where others might not and doing so in a clear, honest and responsible way.

We might have been around since 1880, but we are a rapidly expanding and changing business and over the past 2 years, we have seen a huge transformation of our business through digitalisation, new business launches and acquisitions. Our heritage, understanding and proven performance all give us real confidence as we enter the next chapter of our development.

We want to grow our company and stand out from the crowd.

How do we do this?

With the right people joining us on our journey. All you need to possess are the same personal qualities that have served us so well since 1880: honesty, trustworthiness, understanding, a strong work ethic and the ambition to match.

We are committed to providing fantastic opportunities for your development and we are very excited about our future and the challenges ahead of us.

Interested? Read on.

We have a number of exciting vacancies across the country for a new role we have created, known as a Customer Experience Manager. If you are a great listener who loves to get out and about and meet new people in your local area then this could be the ideal role for you. Your job will involve attending appointments with people in their own homes on pre-arranged visits and performing the administrative tasks necessary to enable the responsible lending of manageable sums of money to customers in a way they can afford. Our service offers cash loans from £100 up to £1000. We never charge a penny more than the amount agreed at the start (even if they miss a payment).

Each day you will have a number of scheduled appointments calling round to people's homes either to collect payments or to set up new credit. All loans are collected in person by you and your colleagues. You'll need to be sympathetic to people's circumstances and looking to provide great customer service personally to them. You will reassure them and support them so that they choose Provident any time they need a helping hand. That way, they'll soon be happy to recommend us to their friends and family.

This is a responsible and rewarding role with great potential for job satisfaction. You will be helping our customers to buy that new washing machine or repair their car or spread out expensive periods like Christmas over manageable repayments. You will be central to Provident's success and at the heart of our plans for the future.

Within our large and successful organisation, there is great potential for career progression. We will supply full training with our 2 week induction course and you will have plenty of support and advice from your Area Manager as you settle into the role. Everything has been made nice and easy to follow using our simple Apps on your Company smart phone, making the job simpler and efficient. You won't need to plan your day yourself as it will be scheduled for you. Once you're up to speed, you'll have a regular meeting to find out how things are going and to offer you any advice you need. Your Area Manager will always be there on the end of the phone for you should you have any problems or queries during the week.

Skills and Experience

With excellent interpersonal and communications skills, you will be a reliable and dependable person with good levels of personal organisation and an ability to work in a standardised way. You will be able to demonstrate sensible attitudes to personal finances. You will need to be available to work full time, including some evenings and weekends on a standard shift pattern. You will require your own car but we will pay mileage expenses for all business miles and give you a smart phone to perform your role. Although you will be joining a great team, it is also essential that you have the ability to work in a standardised way, following the plan set each day by Provident.

Working Hours & Benefits

The working hours are 37.5 hours a week worked in a standard shift pattern which includes weekend working and occasionally Bank Holidays. You may be required to work additional hours where necessary to ensure duties are performed properly. Benefits include 25 days holiday increasing to 28 after 5 full years service, NEST pension, life assurance, discretionary, non-contractual bonus. SAYE and BAYE schemes also available after 6 months service.

This is a permanent full time employed role, which we are recruiting for now, therefore we are keen to hear from those who are interested and wanting to face their next challenge in a Financial Services environment.

Equality, Diversity & Inclusion (EDI)

Provident is one of a select group of forward thinking organisations that have signed up for the National Equality Standard (NES). The NES provides a cultural assessment through the lens of diversity. It looks across all 9 protected characteristics set out in the Equality Act 2010 to ensure true inclusion in the workplace. The NES adopts a pragmatic & holistic approach to EDI and achieving it will enable Provident to showcase our business as leaders in this field.