Customer Service Associate

OVERVIEW

At DF Capital, we champion banking for ambition. As an award-winning provider of commercial finance and savings, we empower depositors and small businesses with financial solutions tailored to fuel their growth. Headquartered in Manchester, our team of over 130, serves thousands of customers across the UK, transforming savings into new opportunities for businesses to thrive.

We’re passionate about helping our customers succeed. As we expand our retail and commercial lending products, we remain committed to meeting their evolving needs and supporting their ambitions every step of the way.

OUR STORY

Founded in 2016, DF Capital was born with a focus on distribution finance - providing dealers, distributors, and manufacturers with the funding they need to stock, display, and sell products, without straining cash flow.

Since then, we’ve delivered over £3.5bn of funding across diverse sectors. From motorhomes and machinery to motorbikes and lodges, we’ve financed all shapes and sizes of commercial vehicles and automobiles (no planes or trains - yet). We listed on the Alternative Investment Market of the London Stock Exchange in 2019. 

BECOMING A BANK

In 2020, we became a fully authorised bank, extending our offering with savings products for retail depositors. We’re proud of our strong customer service, consistently achieving high satisfaction scores - like our current average rating of 4.8/5 from 1,200+ reviews, which also earned us a Platinum Trusted Service Award. The deposits we receive fuel UK businesses through our commercial lending, creating a virtuous cycle of growth.

WHERE WE’RE HEADED

Our goal is simple: to be the best bank - for our customers and each other. We put customer needs first, continuously looking to improve our proposition on their feedback. We aim to help more customers in more ways while continuing to deliver exceptional service. How do we achieve this? By hiring people who care deeply about doing the right thing, we’ve been recognised as ‘World Class to Work For’ by Best Companies, and we're proud of our inclusive, sustainable, and progressive workplace

OUR CULTURE

DF Capital is a very special place to work. We have an amazing team who commit themselves each and every day to bring our ambitious growth plans to life. We’ve achieved much on our journey so far, but I believe we have our best days ahead of us.

We’ve established a unique culture that is built on a virtuous circle where engaged and empowered employees, who are powered by a shared purpose, deliver great outcomes for our customers, our communities, the environment and ultimately our shareholders. This is why we are rated a world-class place to work and are amongst the best companies to work for in the UK.

THE ROLE

Our customers are at the heart of everything we do at DF Capital. Working within the Customer Services Team you will be responsible for supporting both our savings and consumer lending customers, with the support of the Customer Services Manager. You will be responsible for ensuring customer queries are dealt with promptly and professionally.

You must demonstrate exceptional levels of customer service skills and an ability to communicate with a variety of customers from small to medium sized businesses or consumers of all kinds. An ideal candidate would have expertise in either complaint resolution or collections, with a focus on strong communication, conflict resolution, or negotiation skills

DF Capital is passionate about providing employees with the right training and support to help them excel in their roles and future careers. We are confident that an applicant with the right attitude and drive will succeed in this role.

Other duties may be assigned outside of the following duties and responsibilities:

·        Being the first point of contact with our Consumer Lending and Savings customers on the phone and via email and secure message

·        Ensure accurate and timely responses to customer queries ensuring service level agreements are met

·        Assist customers with account management, including payment processing, account updates and general account queries

·        Work closely with the wider business, including the Lending Operations team, Credit, Collections & Recoveries and Change

·        Ensure processes are completed efficiently and accurately, including handling customer complaints and tracking them through to closure

·        ⁠Full working knowledge and adherence to all processes necessary to complete tasks required for effective delivery of department objectives

·        Handling early-stage arrears, focusing on getting customers back on track with their payments

·        Ensuring vulnerable customers are identified and supported appropriately and being one of the first points of contact for these customers and ongoing support

·        Ensuring good customer outcomes are achieved across the team

·        Completion of any other tasks requested by the Customer Services Manager that is required to assist in the smooth running of the team

JOB REQUIREMENTS

At the very heart of every DF Capital employee is a shared identity and belief in what we are and what we do. It’s about how we see ourselves and what is important to us. You will live our brand values. As such you will be an approachable, empathetic problem solver, with exemplary communications skills. You will avoid the use of unnecessary jargon and display an adaptable, “can-do” attitude.

·        Good eye for detail

·        Ability to organise and work independently

·        Customer Service excellence  

·        Handling, identifying and supporting vulnerable customers

·        Experience in regulated complaint handling

·        Excellent written and oral communication skills

·        Superior problem-solving abilities 

·        Self-motivated

·        Instinctively curious

·        Ability to set and manage priorities

·        Detail and process-orientated with a focus on accurate and timely outcomes

·        Exceptional service orientation

·        Ability to operation and help motivate in a team-orientated, collaborative environment

·        Able to use data to inform and drive decision making

• 10% Employer pension contribution
• Private medical insurance for you and your partner/spouse
• 30-day annual leave entitlement plus Bank/Public Holidays
• Free Gym Membership
• Discretionary annual bonus
• Discretionary share awards
• Life Assurance
• Income Protection
• Save As You Earn company share acquisition scheme
• Tax efficient salary sacrifice scheme to obtain bicycles and electric vehicles
• 4 days of paid Volunteering leave to support our local communities
• Vibrant office location in the lively city centre of Manchester