Customer Experience Agent; Curve

LOCATION: Remote (but candidates should be within a commutable distance to one of the following locations: Bristol, Glasgow, Leeds or Birmingham)

HOURS: Full time - 35 hours per week

WORKING PATTERN: Remote-First

This is a remote-first role, giving you the flexibility to work primarily from home. You'll be aligned to one of our hub locations (Bristol, Glasgow, Leeds or Birmingham) and will occasionally attend in person for collaboration, training, team events and other business needs.

This role also includes a minimum of one scheduled on-call shift each week, during which you'll support customers who contact us by phone.

Curve recently became part of Lloyds Banking Group, creating a unique opportunity to combine fintech innovation with the strength and reach of one of the UK's leading financial services organisations. As the Group accelerates towards its 2030 ambitions, Curve represents an exciting opportunity to help transform how millions of customers manage and move their money. While you'll work as part of the Curve business, employment for this role will be with Lloyds Banking Group, giving you access to the development opportunities, benefits and support available across the Group.

At Curve, we're redefining the way people manage their money. We combine spending, payments and financial insights into one seamless experience, helping customers stay in control of their finances.

With Curve you can spend from all your accounts, track your spend behaviour, see unique insights - all with additional security to help keep your money safe. Curve puts you in control of your money in one beautiful place for the first time.

We're looking for multiple customer experience (CX) agents who are passionate about delivering exceptional customer experiences. You'll support customers across multiple channels, solve complex problems and help shape the future of our products by sharing customer feedback and insights.

This is a great opportunity for someone who enjoys learning, problem-solving and making a visible impact in a fast-moving environment.

Responding to customer enquiries through email, live chat, social media and telephone channels.

Investigating customer issues and working with specialist teams to find solutions.

Supporting customers with product and account queries across the full Curve ecosystem.

Identifying ways of improving the overall customer experience, and sharing customer feedback to relevant teams to help improve products, services and processes.

Keeping up to date with new product features, policies and operational changes.

Contributing to a collaborative team environment and supporting colleagues when needed.

We know talent comes from many different backgrounds, experiences and career paths, and we're committed to building a diverse and inclusive team. If you're excited by this opportunity, we'd love to hear from you. As a minimum however, we'll be looking for evidence of the following skills and experience in your application:

Customer Service - Strong customer service experience delivering high-quality customer support, ideally with exposure and understanding of financial products.

Accountability, Problem Solving & Resolution - Taking ownership of customer enquiries, using sound judgement and strong problem-solving skills to investigate issues, resolve customer concerns and deliver positive outcomes.

Adaptability - Adjusting your approach, priorities and ways of working as customer needs, products and processes evolve. In a fast-moving environment, you'll embrace change and remain focused on delivering a great customer experience

Customer Centricity & Communication - Strong communication skills and understanding of customer needs, with the ability to deliver personalised support, adapting your communication style to provide clear and effective service through whichever channel customers choose.

Digital Literacy & Effective working - Confidence using multiple systems (including ticketing/ CRM systems) and managing different priorities effectively.

Collaboration - A collaborative approach and willingness to share knowledge with colleagues.

And any experience of this would be really useful

Experience supporting customers within financial services or fintech.

Experience using CRM, ticketing or case management systems.

Knowledge of payments, fraud, banking or financial products.

Experience working in a fast-paced, continuously evolving environment.

Experience analysing customer feedback and identifying process improvements.

We also offer a wide-ranging benefits package, which includes:

• A discretionary annual performance-related bonus.
• Private healthcare options.
• Wellbeing support and benefits.
• Colleague discounts and lifestyle benefits.
• Access to learning, development and career opportunities across Lloyds Banking Group.