• Department / Function Customer Services
  • Location Cardiff
  • Number of roles available 1
  • Salary Competitive
  • Closing Date 10/12/2021

Let us tell you a bit about us…

We’re a nimble and ambitious financial services specialist. Backing people to fulfil life’s hopes and dreams; delivering the most compelling customer experience across Banking and Motor Finance.   

We are a UK-based financial services specialist that supports our customers across a range of products and services. Aldermore Group was formed by bringing together two very successful businesses, Aldermore Bank and MotoNovo Finance, under the First Rand umbrella.

We thrive upon saying “yes” to our customers. We respect the ingenuity of entrepreneurs and their startups; we give first-timers a leg-up onto the property ladder; we open up the lending market to many; and thousands of customers chose Motonovo Finance every week to buy their next car, van or motorbike.

This is where you come in. We are on a journey. A journey defined by a destination; to deliver on our purpose.

Feel like being part of…

MotoNovo Finance Customer Services team is the central contact hub for our customers. They support our customers with anything they need by delivering first class service and ensuring fair outcomes at all times. We pride ourselves in exceptional service and are delighted to be shortlisted as a finalist for Welsh Contact Centre Awards 2021 for Customer Engagement.

If you are passionate about helping others, and enjoy recognition and reward from customer testimonials and feedback then a Customer Service Advisor role at MotoNovo Finance is a strong opportunity for you to enhance your skills and build your career. 

If you enjoy working in a busy, fast paced environment and are looking for a new challenge which involves helping others with the ability to communicate clearly, adapt to change and demonstrate patience then a Customer Service Advisor is a fantastic opportunity for you. 

The role of Customer Service Advisor is really important to us and fundamental to our business culture. You will be supporting our customers for all servicing and transactional queries, delivering excellent customer service for every contact.

Your interview will be remote, but the on-boarding training for this role will be conducted in person, in our Head office in the heart of Cardiff City Centre. Once the training has taken place, you will have the option to participate in blended working which is a blend of both office and home working to support work/life balance. 

The working hours for this role are 35 hours a week with a shift pattern between 9 – 6pm, Monday to Friday.

The start date for this role will be 10th January 2022.

What would your day look like?

  • Taking incoming calls in a contact centre environment in a timely manner in order to meet department SLA’s and to provide an excellent service to our customers.
  • Take ownership of customer queries, problem solving and using initiative to encourage first call resolution.
  • Typical queries to support customers can include providing settlement figures, discussing documentation, helping customers with informal complaints and updating personal details
  • Supporting customer complaints and resolutions. 
  • Servicing customers who require specific support through our vulnerable customer process

What do we expect of you?

  • A passion for helping customers from all backgrounds with their queries.
  • Experience in a customer service role, evidencing transferrable skills.
  • A positive attitude to supporting resolutions and change.
  • Excellent communication and interpersonal skills
  • To be able to work under pressure and to expected deadlines
  • The use of initiative, attention to detail, problem solving and collaborative working.
  • Ability to demonstrate empathy and understanding of our customers.
  • To work as a team and an individual. Taking accountability and having a proactive attitude to your development.

What can you expect of us?

  • A friendly and flexible culture, synonymous with our proposition to our customers.
  • A growing organisation that defines itself as being nimble, lean and strong.
  • A drive for continuous improvement, which you will be empowered to get behind from day one.
  • A communicative, accessible and approachable ExCo.

And of course, you will be compensated competitively, with a good range of core benefits and bonus potential. 

Still curious?

Join us today and we will make the same promises to you as a colleague, as we do to each of our customers. We are committed to building a working environment that values respect, diversity, and compassion. We welcome people regardless of age, disability, gender identity, marital status, race, faith or belief, sexual orientation, socioeconomic background, and whether you’re pregnant or on family leave.

If you’re interested but not sure if you have all the criteria listed... have a chat with us. We are open to applications from varied backgrounds.


Aldermore is an equal opportunities employer.

We do not accept speculative agency CVs. Any CV received by Aldermore will be treated as a gift and not eligible for an agency fee. PSL agencies should only send CVs if authorised to do so by HR.

Where a DBS check or CIFAS check is identified as necessary, all application forms, job adverts and recruitment briefs will contain a statement that an application for a DBS certificate or a CIFAS check will be submitted in the event of the individual being offered the position.