Customer Experience Manager

Who we are: Established in 1880, Provident Financial Group (PFG) is one of the UK's leading suppliers of personal credit products to the non-standard lending market. We pride ourselves on being a trusted lender, serving our customer in their own homes, offering suitable affordable loans with manageable repayments. Provident delivers non-standard lending through our group businesses - Provident Home Credit, Vanquis Bank, Satsuma Loans and Moneybarn. About the role: We are looking for someone to join us as a Customer Experience Manager who will be the front face of our organisation, visiting customers in their homes covering areas including Harrogate , Thirsk , Wetherby and Knaresborough to provide personal loans and collecting repayments, therefore it is essential you have a full UK driving licence and access to your own car to be considered for this role. As the role will require face to face customer interaction, the ideal candidate will have excellent interpersonal and communications skills, who is reliable and dependable with good levels of personal organisation with the ability to make sound decisions resulting in good customer outcomes. You will be responsible for: Customer Activity - Ensuring that you follow up on any pre-arranged appointments and complete all administrative tasks as required. Territory Growth - Responsible for growing your territory in line with company procedures and promoting our 'Recommend a Friend Scheme' to any new and existing customers. Customer Relationships - Always doing what's best for our customers whether that's referring any financial difficulties customers may have to Line Managers, identifying any risks or any potential fraud. What you will have: The natural ability to treat each customer as an individual and deliver a tailored response. The confidence to think on your feet and the flexibility to adapt to a wide range of responsibilities. Numerical and cash handling skills, and the attention to detail needed to succeed in a regulated environment. The ability to understand and empathise with customers who may be experiencing financial difficulties. Time management and organisation skills. Technical ability on an IOS Mobile Device. Face to Face customer service experience is desirable, but not essential. Good understanding of financial lending services is desirable, but not essential. Why choose a career with Provident? We like to let our employees know that we appreciate their hard work by offering competitive salaries and a range of reward schemes as well as regular performance management reviews and appraisals so that you can monitor your career progress. On top of that, here are some additional benefits: Opportunity of salary increase to £25k after 1 years service (pro rata for part time) 25 days annual holiday rising to 28 days with length of service Pension scheme with Company contributions Monthly bonus scheme Life assurance Appropriate mileage expenses Healthcare cash plan option Colleague 'Perks at Work' recognition scheme Full training & support 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.