Customer Success Advisor

Location: Based in our Dalston office with flexibility to WFH

Reporting to: Customer Service Team Leader

Contract: Permanent, full-time

Hours and Work Pattern: Normal hours are 37.5 hours per week. There will be some early and late shifts by rotation, and up to 2 Saturdays per month.

Salary: £25,700 per annum

About Fair Finance

Fair Finance is a social business with ambitious plans to revolutionise financial services to give everyone a fair chance. Our vision is to scale our alternative to the high-cost lending market and help reduce financial exclusion across the UK.

Over the last eighteen years Fair Finance has helped over a hundred thousand people escape the clutches of high-cost money lenders, start businesses or avoid eviction. Our work has helped influence Government policy and legislation, as well as demonstrate how purpose and profit can work together to change the financial system for the better.

The last few years of the pandemic and the Cost-of-Living crisis have really highlighted the importance of our work, and as such we have embarked on an ambitious program of growth and expansion to meet the challenges facing some of the poorest and most excluded in the coming years.

About the role

Supporting the Underwriting and Customer Service teams, your role will be to onboard clients who have been approved for our loans, act as a trusted advisor on our products and complete the process in a timely manner so they can receive much-needed funds. By setting up contracts, answering questions and clearly guiding our clients through the terms of their new loan, this role is crucial in the customer journey.

You will be part of a friendly, caring and high-performing team. This team is expected to learn complex information, communicate it clearly to a diverse range of customers, demonstrate good time management skills and pay close attention to detail.

About you

You will have customer service experience, excellent written and verbal communication skills, and you will be keen to make a difference and contribute to Fair Finance’s mission of serving financially excluded communities.

Key Responsibilities:

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• Supportingthe underwriting and customer service teams by onboarding clients who havebeen approved for our loans.
  

• Setting up contracts, answering questions and clearly guiding our clients through the terms of their new loan.

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• Act as atrusted advisor on our products.
  
• Learncomplex information and be able to communicate it clearly to a diverserange of customers.
  

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• Contribute to wider Fair Finance Projects to improve the customer experience.
  
• Any other duties as required by the Company that are commensurate with the position.
  

Skills and Experience

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• A minimum of one years’ customerservice experience.
  
• Excellent written and verbalcommunication skills and the ability to build rapport and trust with ourcustomers.
  

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• Ability to comprehend and clarify client questions quickly and, using the tools within Fair Finance, provide the right solution and service.
  
• Good organisational, numerical and tech skills, with solid time-management and the confidence to prioritise.
  
• A consistently calm and professional manner while dealing with a wide range of client circumstances and backgrounds.
  
• True fluency in English and often additional languages such as Spanish, Romanian or Portuguese (desirable but not essential).
  

This job description may be amended from time to time to reflect the changing needs of the business.

Why work for Fair Finance?

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• Fair Finance is a social business with ambitious plans.
  
• Over the last eighteen years Fair Finance has helped over a hundred thousand people escape the clutches of high-cost money lenders, start businesses or avoid eviction.
  
• Our work has helped influence Government policy and legislation.
  
• We have demonstrated how purpose and profit can work together to change the financial system for the better.
  
• We believe in employing, growing and building around exceptional people who share our values.
  
• We have created an environment where you can genuinely put clients before profits and make a difference to our clients’ lives.
  
• We will provide you with a supportive workplace surrounded by peers who want you to do well, with responsibility to make a real difference in the organisation and the opportunity to thrive and make the role your own.
  
• We are a diverse organisation full of people who understand the balance between achieving business objectives and our social mission.
  
• Our Head Office is in a shared workspace in Dalston, housing more than 300 creative businesses, social enterprises and charities.
  
• Hybrid working and work practice flexibility is offered.
  

Employee Benefits

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• Annual holiday entitlement of 20 days in addition to UK public holidays.
  
• An additional paid day off for your birthday.
  
• Staff receive an additional 'WFH Allowance' to allow even greater location flexibility.
  
• Private Health Insurance.
  
• Perkbox access for a wide range of discounts.
  
• Employee Assistance Programme (EAP).
  
• Staff Loan Scheme (currently interest free).
  
• 3% matching contribution towards a stakeholder pension.
  

The closing date for applications is Sunday 30th June (11:59pm), and interviews will be held on Monday 8th July and Wednesday 10th July.