Customer Experience Representative (Fintech)

TL;DR

Customer Experience Representative (Fintech): Providing support to customers, brokers, and clients through phone-based conversations and administration with an accent on delivering positive customer outcomes and regulatory compliance. Focus on managing diverse communication channels, resolving queries and complaints, and improving the overall customer journey.

Location: Hybrid setup in Solihull, United Kingdom

Salary: £24,720

Company

hirify.global is a leading UK financial services group and major global investor specializing in retirement and protection solutions.

What you will do

• Support customers, brokers, and clients via phone, email, webchat, and written correspondence.
• Balance administrative tasks with phone-based work depending on evolving business needs.
• Provide clear and accurate information to help customers understand their financial options.
• Maintain precise records of customer and broker information across internal systems.
• Ensure all interactions follow internal processes, regulatory requirements, and Consumer Duty expectations.
• Collaborate with the Retail Operations team to resolve issues and suggest improvements to the customer journey.

Requirements

• Experience in customer service, administration, or a contact center environment.
• Confidence in handling phone-based communications with customers and brokers.
• Strong verbal and written communication skills with high attention to detail.
• Ability to prioritize tasks and manage multiple queries in a busy environment.
• Capacity to learn new systems and adapt to different ways of working.
• Must be based in or able to work from Solihull, UK in a hybrid capacity.

Culture & Benefits

• Annual performance-related bonus plan and valuable share schemes.
• Generous pension contributions and life assurance.
• Healthcare Plan for permanent employees.
• At least 25 days holiday plus public holidays, with options to buy or sell leave.
• Electric car scheme via tax-efficient salary sacrifice.
• Various discounts for company products and high street/online stores.