About the Role

A hybrid position with one day per week in the London office. Shifts run Monday to Friday with varying times: 08:00‑16:30, 09:00‑17:30, 10:00‑18:30, 11:30‑20:00.

Responsibilities

• Build and maintain one-to-one relationships with customers.
• Complete customer reviews via email, live chat, and outbound dialing.
• Receive inbound calls from customers and internal teams regarding queries, complex cases, and bespoke arrangements.
• Respond to customer and third‑party emails within a 3‑day SLA.
• Make evidence‑based decisions and propose suitable customer outcomes.
• Handle administrative tasks related to correspondence from third parties such as debt management companies, insolvency practitioners, and Phillips & Cohen.
• Complete and review income and expenditure forms to agree realistic repayment plans based on borrower affordability.
• Signpost customers facing financial difficulties to not...