Job Title: Client Services Advisor
Salary: From £24,785.00 per year Location: Gravesend, Kent (Hybrid Working)
Working Hours: Monday to Friday (Strictly No Weekends)
- Week 1: Two days at 9:00 AM – 5:00 PM | Three days at 1:00 PM – 10:00 PM
- Week 2: Three days at 9:00 AM – 5:00 PM | Two days at 1:00 PM – 10:00 PM
About the Opportunity
Are you looking to step away from the standard, script-heavy contact centre environment?
We are an agile, rapidly scaling financial services provider operating across both the UK and US markets. We combine the ambition and reach of a larger firm with the collaborative, high-impact culture of a small team. When you work with us, your performance is highly visible, and your daily contributions directly shape our business outcomes.
We are seeking a Client Services Advisor who thrives in a dynamic environment where no two days are identical. You will become a subject matter expert in cross-border lending processes, managing the full lifecycle of client accounts with professionalism, critical thinking, and care.
Core Responsibilities
In this role, you will be the primary point of contact for our clients, overseeing their accounts from origination through to resolution. Your duties will include:
- Account Onboarding: Processing new customer applications accurately and efficiently.
- Account Management: Handling inbound and outbound communications (phone, email, SMS) regarding payment processing and general account queries.
- Collections & Arrears: Navigating sensitive financial conversations to negotiate practical, affordable repayment plans for clients experiencing financial distress.
- Dispute Resolution: Managing escalations, complaints, and difficult conversations with a calm, objective, and professional demeanor.
- Compliance & Decision Making: Balancing the commercial needs of the business with fair customer outcomes while adhering to strict UK and US financial regulations.
What You Bring to the Team
This position requires a unique blend of empathy, commercial awareness, and resilience. The ideal candidate will possess:
- Adaptability: The ability to seamlessly switch between routine administrative work and complex, live problem-solving.
- Communication Mastery: A natural aptitude for building rapport, coupled with the confidence to steer structured, firm conversations when required.
- Composure: The capacity to remain level-headed and organized under pressure in a fast-paced setting.
- Curiosity: A strong desire to continuously learn and master new financial frameworks and internal systems.
- Accountability: A strong sense of ownership over your workload and the results you deliver.
Note: Previous experience in customer service, collections, banking, financial services, or a similarly regulated sector is highly advantageous, but a proactive attitude and excellent communication skills are our primary requirements.
The Package & Perks
By joining us, you will secure a role that offers significant career development and a broad, highly marketable skill set in international finance. We offer:
- Competitive Salary: £24,785 per year.
- Work-Life Balance: Monday to Friday schedule with absolutely no weekend work.
- Hybrid Flexibility: A mix of remote work and time in our centrally located Gravesend office, close to local shops and amenities.
- Professional Growth: Comprehensive one-to-one training to develop genuine expertise in both UK and US financial services.
- Company Benefits: Inclusion in the company pension scheme and a casual dress code.
- Team Culture: A highly supportive, collaborative environment where your ideas and feedback are actively encouraged.
Pay: From £24,785.00 per year
Benefits:
- Casual dress
- Company pension
- Work from home
Experience:
- customer service, collections: 2 years (required)
Work authorisation:
- United Kingdom (required)
Location:
- Gravesend, Kent (preferred)
Work Location: Hybrid remote in Gravesend (Kent)
