Manchester, England, United Kingdom · Hybrid
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 …
Skills: Call Centre Experience, Financial Services Expertise, Verbal Communication, Empathy, Adaptability
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Manage incoming customer inquiries via telephone in a multi-channel contact centre to resolve issues and provide product information. Maintain accurate customer records and collaborate with internal teams to improve service delivery and processes.
Requires proven experience in a dynamic call centre environment specifically within the financial services sector. Candidates must possess exceptional communication skills and the ability to handle vulnerable customers in a fast-paced environment.
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
Jaja is an innovative UK based consumer finance business, leading initially with a digital credit card launched in 2018, and a pipeline of consumer finance solutions in the making.
We are on a mission to redefine the consumer finance experience and 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.
We have a collaborative team structure fueled by an exciting mix of people, welcoming experienced people from the industry with both feet on the ground and tech-savvy dreamers who pave way for the new stuff. Come as you are and be yourself!
** This role requires being in our Manchester office 2 days a week, so please only apply if you're comfortably able to meet this requirement (XYZ Building 2, Floor 1, Suite 5, Hardman Boulevard, M3 3AQ)
Customer Experience Agent
You will join a dynamic team of Customer Experience Agents, supporting customers over the telephone in our multi-channel contact centre. By fostering a culture of continuous learning and adaptability, we empower our agents to provide exceptional support, no matter the platform. If you’re passionate about delivering outstanding customer experiences and thrive in a dynamic environment, we want you on our team! High levels of customer engagement are required so you will need excellent communication skills, making use of various methods of communication available to manage this throughout every interaction. 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.
What’s the opportunity?
You will work in a dynamic, fast paced environment, working with a passionate set of colleagues who excel at delivery you will have a varied and interesting role that is not constrained by the status quo.
Key Accountabilities:
• Handling Customer Inquiries: Efficiently manage incoming calls resolving customer inquiries and provide accurate information about our products and services.
• Supporting Customers: Identify solutions and explain alternative channels to enable customers to self-serve.
• Resolving Issues: Quickly address customer problems, complaints, and queries at the first point of contact, ensuring a positive customer experience.
• Providing Technical Support: Offer technical support and troubleshooting assistance regarding our products or services.
• Customer Relationship Management: Maintain and update customer records in the database, ensuring accurate documentation of interactions.
• Effective Communication: Communicate clearly and effectively with customers to understand their needs and provide appropriate solutions.
• Collaboration: Work with team members and other departments to escalate complex issues and improve service delivery.
• Continuous Improvement: Gather and share customer feedback to help improve products, services, and processes.
• Adhering to Policies: Follow company policies and regulatory guidelines to ensure compliance and maintain high quality assurance and service standards.
Essential skills and Experience
• Proven Call Centre Experience: Demonstrated success in dynamic call centre environments.
• Financial Services Expertise: Solid background in the financial services sector.
• Exceptional verbal Communication Skills – Empathetic, a good listener, ability to handle calls with vulnerable customers
• Adaptability: Thrives in fast-paced, ever-changing environments.
• Organizational Mastery: Strong organizational and time-management skills.
• Customer Journey Insight: Comprehensive experience across the entire customer journey
What's in it for you?
Make Simple #jajayourlife
Jaja is on a mission to redefine and simplify the credit card experience, giving people more time to do the things they love. It’s in our DNA. If things are complicated, we fix them. We Make Simple. We’ve created a simple-to-use app and online service, to simplify how people manage their money in an ever-increasing world of self-fulfilment. We believe in giving our customers the freedom of get things done effortlessly, when and wherever they want. Jaja is rooted in simplicity and is what drives us every day. Find out more about the Jaja card visit jaja.co.uk #jajayourlife PARTNERSHIPS We’re not just stopping with our own credit card. We’ve built a technology platform which enables us to bring life to credit cards and financial products from a range of partner businesses. Applying the Jaja Magic to other brands helps us to ‘make simple’ for even more customers. We create both co-branded credit cards and co-branded payment solutions for our partners. Find out more about our partnerships: https://jaja.co.uk/business/ CAREERS The Jaja Magic is in the mix of our people. We’re committed to designing brilliantly simple and liberating products. To do this, we’ve built a talented team of problem solvers, proven innovators and finance experts. We’re expanding, fast. And we’re looking for great people to help us continue our vision and shape the future. Find out more about our positions here: https://jaja.co.uk/careers/
Offices: 27 Old Gloucester Street, London, England WC1N 3AX, GB
Make Simple #jajayourlife
Jaja is on a mission to redefine and simplify the credit card experience, giving people more time to do the things they love. It’s in our DNA. If things are complicated, we fix them. We Make Simple. We’ve created a simple-to-use app and online service, to simplify how people manage their money in an ever-increasing world of self-fulfilment. We believe in giving our customers the freedom of get things done effortlessly, when and wherever they want. Jaja is rooted in simplicity and is what drives us every day. Find out more about the Jaja card visit jaja.co.uk #jajayourlife PARTNERSHIPS We’re not just stopping with our own credit card. We’ve built a technology platform which enables us to bring life to credit cards and financial products from a range of partner businesses. Applying the Jaja Magic to other brands helps us to ‘make simple’ for even more customers. We create both co-branded credit cards and co-branded payment solutions for our partners. Find out more about our partnerships: https://jaja.co.uk/business/ CAREERS The Jaja Magic is in the mix of our people. We’re committed to designing brilliantly simple and liberating products. To do this, we’ve built a talented team of problem solvers, proven innovators and finance experts. We’re expanding, fast. And we’re looking for great people to help us continue our vision and shape the future. Find out more about our positions here: https://jaja.co.uk/careers/
Offices: 27 Old Gloucester Street, London, England WC1N 3AX, GB
