Customer Service Representative

Small Team. Big Ambitions. Real Opportunity.

Location:

Gravesend, Kent (Hybrid Working)

Hours:

Monday to Friday (No Weekends)

Week 1

2 days: 9:00am – 5:00pm

3 days: 1:00pm – 10:00pm

Week 2

3 days: 9:00am – 5:00pm

2 days: 1:00pm – 10:00pm

Looking for more than just another customer service role?

We're a growing financial services business with ambitious plans, supporting customers across both the UK and the United States. Although we're growing, we've kept the best part of working for a smaller company—you'll never be just another number.

If you enjoy being busy, love learning, thrive on variety, and want your contribution to genuinely make a difference, we'd love to meet you.

Every day is different. One minute you'll be helping someone complete an application, the next you'll be resolving a payment query, negotiating a repayment solution, or supporting someone through financial difficulties with empathy and professionalism.

You'll become an expert across every stage of the customer journey while developing knowledge of both UK and US financial regulations. If you're naturally curious and enjoy learning, you'll find plenty to challenge and develop you here.

As one of our Customer Service Representatives, you'll support customers throughout their journey with us, including:

• Processing customer applications.
• Supporting customers through the payment process.
• Managing payment enquiries and arrears.
• Negotiating affordable repayment arrangements.
• Resolving complaints and difficult conversations professionally.
• Handling inbound and outbound telephone calls.
• Responding to customer emails and SMS communications.
• Making informed decisions while balancing customer needs with business requirements.
• Working closely with colleagues to deliver an outstanding customer experience.

No two conversations are ever the same, so you'll need to think on your feet, adapt quickly and enjoy solving problems.

This role is ideal for someone who:

• Loves speaking to people and building rapport.
• Can switch confidently between different types of customer conversations.
• Is naturally organised and enjoys keeping busy.
• Can remain calm under pressure.
• Has strong negotiation and conflict resolution skills.
• Knows when empathy is needed and when a conversation requires confidence and structure.
• Takes ownership and accountability.
• Understands that individual performance directly impacts customers, colleagues and the wider business.
• Enjoys learning and developing new skills.
• Wants to be part of a company that's growing and evolving.

Previous experience within customer service, collections, contact centres, banking, finance or other regulated environments would be advantageous, but most importantly we're looking for attitude, curiosity and the willingness to learn.

You'll gain experience across multiple areas of financial services, giving you a broad skill set that's difficult to find elsewhere.

We offer:

• Salary of £24,785
• Company pension
• Exposure to both UK and US financial services
• The opportunity to develop genuine subject matter expertise (SME)
• Career development within a stable and growing business
• A friendly, supportive team where your ideas matter
• Office based in town with local shops, cafés and amenities nearby, even close to home if you live nearby

We’re ambitious, collaborative and supportive. Everyone contributes, everyone’s voice matters, and success is something we achieve together.

If you’re looking for a role where you’ll continually learn, develop professionally and genuinely make an impact, we’d love to hear from you.