Digital Customer Support Agent

Digital Customer Support Agent Location: Southampton Salary: £26,500 per annum + Bonus + Excellent Benefits Hours: 37.5 hours per week, working shifts between 8:00am and 6:00pm. Typically one Saturday per month (9:00am to 2:00pm) and occasional Bank Holiday cover based on business requirements. About the Opportunity We are recruiting on behalf of a fast-growing and innovative financial services organisation that is transforming the consumer lending sector through a combination of advanced technology, data-driven decision making, and exceptional customer service. With a strong reputation for customer satisfaction and a people-first culture, our client offers a collaborative and supportive working environment where employees are encouraged to develop their careers, contribute ideas, and make a genuine impact. This is an excellent opportunity for someone who enjoys helping customers, thrives in a fast-paced environment, and is looking to build a long-term career within a growing business The Role As a Digital Customer Support Agent, you will provide outstanding customer service through a variety of digital communication channels, including email, live chat, WhatsApp, SMS, and social media messaging platforms. You will support both prospective and existing customers, assisting with applications, account management enquiries, and administrative requests. Full training will be provided to ensure you have the knowledge and confidence to deliver an exceptional customer experience. Key Responsibilities

• Deliver high-quality customer support across multiple digital channels.
• Assist customers throughout the application process and support document collection requirements.
• Manage customer enquiries relating to active accounts and loan servicing.
• Support customers with payment arrangements and account-related queries.
• Provide empathetic and tailored support based on individual customer circumstances.
• Identify potential signs of customer vulnerability and escalate appropriately.
• Monitor customer communications and ensure all requests are handled accurately and efficiently.
• Complete administrative and operational tasks in line with company procedures.
• Work collaboratively with colleagues to maintain service excellence and achieve team objectives. Candidate Requirements
• Previous experience within customer service, customer support, contact centre, financial services, retail, hospitality, or a similar customer-focused environment.
• Excellent written communication skills with a professional, empathetic, and customer-first approach.
• Strong attention to detail and organisational skills.
• Comfortable using multiple systems and learning new technology.
• Ability to manage a varied workload while maintaining accuracy.
• Positive attitude with a willingness to learn and develop.
• Strong team player who enjoys working within a collaborative environment.
• Ability to handle sensitive situations professionally and confidently. Benefits
• Discretionary quarterly bonus scheme.
• 22 days annual leave plus Bank Holidays, increasing with length of service up to 25 days.
• Enhanced pension scheme with employer contributions.
• Life insurance cover (4x salary).
• Dental cover.
• Income protection insurance.
• Cycle to Work scheme.
• Employee assistance programme and wellbeing support.
• Access to GP and counselling services.
• Discount and rewards platform.
• Generous family-friendly policies.
• Employee referral programme.
• Ongoing training, coaching, and career development opportunities.
• Paid volunteering opportunities.
• Regular social events, team-building activities, and company celebrations.
• Casual dress environment. Why Apply?