• Department / Function Customer Services
  • Location Cardiff
  • Number of roles available 1
  • Salary Competitive
  • Closing Date 01/07/2022

Heard of 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.   

Now is your chance…

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 our passion for helping customers.

Our Customer Services team is dedicated to committing to our blueprint of “Back more people to go for it, in life and business”. The team is at the heart of the business, being first point of contact for all Motor servicing queries.

We pride ourselves on developing individuals in their career to be the best that they can be to support our customers in all aspects, so the queries that you will handle will range from simple to complex offering a diverse yet challenging inbound telephony role. It is important to have a balance of resilience and empathy, and enjoy problem solving to ensure that we deliver a smooth experience for our customers on every contact.

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

Our commitment to your work/life balance:

This role will be based in our Cardiff Office however you will be able to work a blend of both home and office each week once your initial training period is complete. You’ll be made to feel part of your team by all of your colleagues and have regular contact and virtual interaction whether in office or remote. 

The working hours for this role are 35 hours a week with a shift pattern between 9 – 6pm Monday to Friday, so you can have weekends off to relax!

We also offer a generous 30 days annual leave to support wellbeing excluding bank holidays.

The Recruitment Journey:

Your interview for this role will be remote, but your initial on-boarding training will be in person to ensure that you have the highest quality training in an environment to meet your colleagues and interact. After the initial training has taken place, you will then have the flexibility of having a blend of working in office and at home.

What would your day look like?

Providing exceptional customer service by taking incoming servicing calls in a pleasant contact centre environment.
Take ownership of customer queries, problem solving and using initiative to encourage first call resolution.
Recognising and responding to customer complaints in a timely manor, supporting a resolution as effectively as possible.
Pro-actively seeking to improve processes, procedures and customer experience across all channels.
Working collaboratively with Customer Operations to support all customer queries.
Identifying customers who are vulnerable, and supporting the next steps of their journey and support needed.

What do we expect of you?

A passion for helping customers from all backgrounds with their queries.
Have a caring, empathetic and understanding approach to customer queries.
Resilient and comfortable to handle customer complaints and frustrations.
Experience in a customer service role, evidencing transferrable skills. Working previously in a contact centre is not essential for this role and we encourage all customer service experience to apply.
A positive attitude to supporting resolutions and change.
Excellent communication and interpersonal skills
The use of initiative, attention to detail, problem solving and collaborative working.
To work as a team and an individual. Taking accountability and having a proactive attitude to your development.

What can you expect of us?

Dedicated time to support your development i.e. Linked in Learning, PDP support. 
A friendly and flexible culture, synonymous with our proposition to our customers
A flexible blended working approach, supporting work/life balance.
A growing organisation defining ourselves as being nimble, lean and strong
Private Medical Insurance with Aviva.
Regular wellbeing sessions, EAP service, and more. We are committed to supporting both our customer’s and employee’s wellbeing.
A communicative, accessible and approachable Senior Leadership Team.

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

Still Curious?

MotoNovo Finance forms an integral part of Aldermore Group, having been brought together with Aldermore Bank, under the First Rand umbrella. Whilst our parent company operates internationally from their HQ in South Africa, we are a UK-based financial services specialist that supports our customers across a range of products and services.  

Underpinned by our strategic blueprint, “backing people to fulfil life’s hopes and dreams”, we thrive upon saying “yes” to our customers. Thousands of customers choose 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 over the course of the next 3 to 5 years.

Join us today and we will make the same promises to you as an employee, as we do to each of our customers. We value your differences; welcoming applications from all sections of society. We continue to build an inclusive, empathetic and creative environment; where your views and contributions will inspire new ways of thinking.

#backingyoutobringyourbest

MotoNovo Finance is an equal opportunities employer.

We do not accept speculative agency CVs. Any CV received by MotoNovo Finance 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 Recruitment.

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.