Customer Experience Advisor

Who we are

From interest‑free credit to Buy Now, Pay Later, over 3,000 leading retailers trust us to provide fast, flexible and responsible finance solutions for their customers. At Novuna Consumer Finance, we offer finance for many life’s key purchases, including home furnishings and improvements, special jewellery, leisure services, healthcare, as well as electronics and appliances.

As a Customer Experience Advisor, you will serve as the primary point of contact for our customers through multiple communication channels, including phone and email. Some of our customers may be experiencing financial difficulty and your role will be to help decide how we can best support them, ensuring they feel satisfied with our service. You will discuss payment options, agree payment plans and provide solutions to help customers get back to financial health.

Our contact centre is open Monday – Friday 8.45am‑5:15pm, and as a full‑time Advisor you’ll be working 37 hours per week during these time frames.

• Actively listen to customers to understand their needs, answer their questions, and resolve any issues to their satisfaction.
• Become a subject‑matter expert of our products and services to best support customers, offering guidance and showing understanding.
• Work collaboratively with the wider team to always ensure fair customer outcomes are met.
• Deal with customer complaints and find resolutions to problems, displaying empathy at all times.

You are positive and enthusiastic, with a friendly and upbeat demeanour when interacting with our customers. You are comfortable working in a fast‑paced environment, with the ability to adapt and adjust your approach to different situations accordingly. You have strong problem‑solving skills and can think on your feet when it comes to resolving customer issues and handling difficult situations in a calming manner.

• Are computer‑literate and able to pick up new systems with ease.
• Have a customer‑centric mindset to deliver exceptional service and create positive experiences for customers.
• Have excellent interpersonal skills including verbal and written communication.
• Can handle difficult and challenging situations with empathy and professionalism.
• Are a trustworthy team player who can build rapport quickly.

Our benefits package is designed with flexibility in mind, allowing you to customise it to meet your unique needs. Whether you’re focused on your health, financial security, or simply want to enhance your lifestyle, we offer a variety of options to support you.

• An excellent bonus scheme.
• Hybrid working.
• 25 days’ holiday, plus bank holidays and the option to buy/sell 5 days.
• Full wellbeing package including BUPA, digital GP service, 24/7 employee assistance, plus wellbeing events throughout the year.

We are a Disability‑Confident and Committed employer, dedicated to creating an inclusive workplace where everyone can be themselves and thrive. If you need any adjustments to support you during the recruitment process, please reach out to us directly.

Please note:

This vacancy may close earlier than the advertised closing date if we receive a high volume of applications. We encourage you to apply as soon as possible to avoid disappointment.