Customer Care Agent

Customer Care Agent

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.

About You

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

Desirable Experience

• Experience within consumer finance


• Knowledge of debt management and recovery processes


• Understanding of FCA regulations


• Relevant financial services or collections-related training or qualifications

What's on Offer?

• 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

If you're looking for a role where you can combine customer service excellence with problem-solving and regulatory compliance, we'd love to hear from you.

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