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Customer Support Agent - Managed Services


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Customer Support Agent – 6 Month FTC

We are currently looking to recruit a Customer Support Agent into our Lender Services team within our Manchester office

At DWF, our customers are at the heart of everything we do and in these unprecedented times our primary focus is ensuring our customers are supported.

We are seeking customer focused individuals to work closely with customers who are experiencing difficulties in repaying their finance agreements during the COVID-19 crisis and support them by communicating all available options to determine the best outcome for their situation and in line with our Clients instruction. .

You will do this by taking the time to understand the customer’s individual situation, showing empathy and respect, and providing fair outcomes and positive experiences all times.

We pride ourselves on our fair and ethical approach to helping our customers through difficult times, so if you are a customer focused individual, who enjoys talking to people and would like to make a real difference to the customers you interact with, then we are keen to hear from you.

What you will bring

As a Customer Support Agent you will excel at listening, be able to explain things clearly and have an empathetic approach, tailoring each call to the individual customer’s needs. You will have the confidence to take ownership, using your knowledge and experience to ensure that every single customer you speak to will put the phone down feeling valued.

We know our people are our biggest investment, which is why we take the time to ensure every new joiner to our team receives our comprehensive training. We value behaviours over direct experience therefore if you can demonstrate a flair for customer communications, empathy and excellent listening skills then you could be just what we need.

The role operates a rotating shift pattern across the hours Mon - Fri 8am to 8pm and Sat 9am to 1pm:

Week 1 – 8am – 4.30pm

Week 2 – 9.30am – 6.00pm

You will be required to work 1 late shift per week (11.30am to 8pm) and 1 Saturday in every 4 weeks.

We're offering you the opportunity to join a dynamic and fast paced team and gain access to top level industry training. DWF have a unique approach to providing legal services and work with market leaders and the best in the industry, all whilst providing a supportive work environment where you will work collaboratively towards a shared vision.

Are you a dynamic and passionate individual with Financial Services experience gained within a busy and fast paced environment?

Then we would love to hear from you!!

Benefits package and flexible working:

We want you to feel valued and rewarded by your time at DWF. We understand the importance of offering you a reward package that goes beyond simply salary. That’s why, when you join DWF, you’ll be given a choice. You can pick from a range of benefits, allowing you to build a package that suits your needs and lifestyle, as well as those of your family. In addition to our standard benefits (medical insurance, life insurance, pension and 25 days annual leave), we offer flexible benefits which include season ticket loans, gym memberships, health assessments, cycle to work, retail vouchers, a buy as you earn share scheme and dining cards. You will also have access to additional wellbeing programs such as an online GP and a Healthy Minds helpline.

About DWF

DWF is a global legal business providing Complex, Managed and Connected Services, operating from 33 key locations with over 4,200 people. The Company became the first Main Market Premium Listed legal business on the London Stock Exchange in March 2019. We are committed to equal opportunities in all areas of work and business. At DWF we empower people to be themselves within an inclusive and supportive environment, enabling everyone to achieve their full potential in line with their abilities and career aspirations.

Supporting your application

Our recruitment process will comprise of interviews and, at times, a written exercise, an assessment day and/or a presentation. We want to make sure we do all we can to make this a positive experience for you. Please click the following link (https://www.cleartalents.com/apply/allroles/) which will take you through a simple process to identify any adjustments or additional support we can provide beforehand or on the day.

Note to recruitment agencies

We hire the majority of our talent directly by our resourcing team or via referrals. On occasion, we will look for external support and will release vacancies to our recently reviewed Preferred Suppliers List. Speculative CVs sent by other agents or outside of the agreed process will not be accepted and no recruitment fee will be applicable.

How we are protecting our teams

  • The offices are cleaned daily and all high touch point areas (e.g. door handles, taps, lift call buttons) are cleaned every day with antibacterial / antiviral / disinfectant cleaning products
  • Antibacterial gel, antibacterial wipes and antibacterial hand wash have been provided (subject to availability) for all employees and visitors.
  • All staff have been provided with best practice hygiene information based on government guidance
  • All staff have been told to stay at home if they have COVID-19 symptoms
  • If anyone does develop symptoms while they are at work, they will be sent home, the affected area will be isolated and it will be thoroughly cleaned that evening with antibacterial / antiviral / disinfectant cleaning products
  • We have taken measures to increase the distance between colleagues working in office locations to ensure we comply with social distancing.

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