Full job descriptionCustomer 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.