Online Customer Support Representative

As an Online Customer Support Representative you will be responsible for responding to incoming customer queries via post and email in a respectful and ethical manner to ensure a positive customer experience.

Key responsibilities:

  • Contacting customers via email in order to reach an understanding of the customers’ financial circumstance and where appropriate, setting agreeable repayment arrangement. 
  • Responding to incoming customer emails and letters in timely, clear and ethical manner.
  • Through correspondence with customers demonstrate understanding and empathy towards their situation, responding to any questions submitted. 
  • Communicating with customers in a clear and respectful manner whilst observing regulatory requirements and maintaining adherence to GDPR.
  • Building rapport with customers and creating a positive customer experience.
  • Issuing bespoke responses to requests from the Collections floor.
  • Effective note taking – ensuring records of calls are complete, accurate, professional and a true reflection of the contact.
  • Update records accurately and manage the customer contact in line with specified procedures.
  • Meeting and exceeding monthly targets including call quality and compliance.
  • Attending meetings and training as required, completing annual CSA CAI accreditation and demonstrating compliance competence via internal testing.
  • Building and maintaining new relationships with non-contact customers

Essential Skills:

  • Previous experience working in an administrative role
  • Excellent written and verbal communication skills
  • Possess a keen eye for detail

Desired Skills:

  • Previous experience working in a customer service environment


  • Salary increase with service
  • Monthly bonus
  • Ongoing training and career development
  • LinkedIn Learning Courses
  • Onsite gym
  • Discounts on high street vouchers
  • Pension scheme
  • Employee Assistance Programme



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