Customer Care Agent

Customer 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