Customer Service Advisor

Overview

Amplifi Capital is committed to changing access to affordable credit. Our mission is to improve the nation s financial health by putting customers at the heart of everything we do. Through our Fin Tech ecosystem, we enable ethical lending via credit unions, making fair and accessible credit a reality for everyone in the UK. Amplifi Capital Limited (ACL) is proud to be one of the top lenders in the UK s near-prime unsecured personal loans market.

Our customer-first approach and innovative solutions have driven growth, and our flagship products My Community Finance and Reevo meet diverse customer needs while promoting financial inclusion. As the leading name in the UK credit union market, we aim to become the biggest player in the UK personal loan market for the near-prime segment.

Amplifi Capital is excited to offer an opportunity for a dedicated and customer-focused Customer Service Advisor to join our team in Leeds, United Kingdom. You will be at the heart of our mission to deliver exceptional experiences and outstanding outcomes for every customer we support. You will resolve customer queries promptly, clearly, and compassionately, ensuring that every individual can access our services with ease and confidence.

Your ability to listen, understand, and communicate effectively will be key in helping customers navigate their financial journey. You will be part of a small, close-knit team working together to build a distinctive financial services organisation. If you re passionate about delivering excellent customer outcomes, solving problems, and helping others, we d love to hear from you.

• Deliver outstanding customer support, ensuring every customer can access our services smoothly, easily, and efficiently.
• Take full ownership of each customer interaction, resolving queries with accuracy, care, and urgency to achieve the best possible outcomes.
• Provide timely, empathetic, and transparent follow-up, building trust and strong relationships through exceptional service and clear communication.
• Onboard new customers, supporting them through  and other compliance-related processes to ensure a safe and seamless experience.
• Handle a wide range of customer queries via phone and email, developing knowledge of our savings, loans, and internal procedures to offer informed assistance.
• Champion customer service best practices, ensuring consistency, quality, and continual improvement across all customer touchpoints.
• Contribute to the evolution of our customer service processes, identifying opportunities to enhance efficiency, outcomes, and overall experience.

• Proven experience in a Customer Service or Support role
• Strong leadership and team management skills
• Excellent communication and interpersonal skills
• Analytical mindset with the ability to use data for decision-making
• Problem-solving and conflict resolution skills
• Knowledge of customer service software and tools
• Strong organizational and time management abilities
• Ability to work effectively in a fast-paced, dynamic environment
• Familiarity with relevant regulations and compliance requirements
• Strong written and verbal communication skills – can explain complex information in a simple and easy-to-understand way

• 25 days annual leave
• Pension
• Cycle to Work Scheme
• Subsidised Gym Membership
• Private health insurance
• Hybrid Working (2 days from home)

We are committed to equality of opportunity for all staff and encourage applications from individuals regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, and marriage and civil partnerships.

Please note that all offers of employment are conditional on satisfactory pre-employment checks, including a DBS check, a credit check and employment references.