Customer Care Agent

Customer Care Agent Manchester £30,000 - £35,000 + Benefits We are currently recruiting for a Customer Care Agent to join a growing and dynamic financial services business based in Manchester. This is an exciting opportunity for an experienced customer service professional to join a business that places customer outcomes at the heart of everything they do. The successful candidate will play a key role in supporting customers, managing arrears cases, investigating complaints, and ensuring all interactions are handled in line with FCA regulations and Consumer Duty requirements. The Role As a Customer Care Agent, you will be responsible for delivering exceptional customer service while supporting customers through a variety of account-related queries and challenges. Key responsibilities include: Acting as the first point of contact for customer enquiries. Managing customer accounts, updates, payments, and dispute resolution. Supporting customers experiencing financial difficulty and agreeing sustainable repayment plans. Conducting affordability assessments in line with regulatory guidelines. Investigating and resolving customer complaints in a fair and timely manner. Identifying root causes of complaints and recommending process improvements. Maintaining accurate records and ensuring compliance with FCA regulations and Consumer Duty principles. Working collaboratively with internal departments to deliver positive customer outcomes. About You To be successful in this role, you will have: Essential Experience Previous experience within customer service, complaints, collections, or account management Experience working within a regulated financial services environment Strong communication and relationship-building skills Excellent organisational skills and attention to detail Experience using CRM systems and Microsoft Office applications The ability to manage sensitive conversations with empathy and professionalism Desirable Experience Experience within consumer finance Knowledge of debt management and recovery processes Understanding of FCA regulations Relevant financial services or collections-related training or qualifications What's on Offer? Salary of £30,000 - £35,000 Opportunity to join a growing and ambitious business Supportive and collaborative working environment Career development and progression opportunities Competitive benefits package The chance to make a genuine difference to customer outcomes If you're looking for a role where you can combine customer service excellence with problem-solving and regulatory compliance, we'd love to hear from you