A bit about us...
Please allow us to celebrate our own success for a moment... We've built a customer-centric product that is market-leading, and we are smashing it!
We're a multi-award-winning digital payments and insights platform within the automotive industry. We work with over 5,000 automotive retailers, helping drivers to pay for motoring costs, accessories, and other services through a variety of different payment options. Our purpose is to build a solution that gives drivers peace of mind while enhancing customer experience and assisting with dealer profitability.
Bumper is a fast-growing payments scale-up and we’re excited to continue building on our growth having completed a successful Series B funding round in 2024. We’re looking to hire a dynamic and passionate Customer Support Agent, based in Sheffield.
Our Head Office is in Sheffield City Centre, with offices also based in London and Turkey. We've also expanded further, bringing retailers in Ireland, Germany, Spain, and the Netherlands on board, with the vision of being the leading automotive payment and insights platform!
A bit about the role...
Our new Customer Support Agent will join our Sheffield team, reporting to our Customer Operations Manager, and will be a part of the team responsible for helping our customers manage their loan repayments in an affordable manner, using a balance of commerciality and treating our customers fairly.
The Customer Support Agent will handle a variety of inbound and outbound calls, live chats, and emails ranging from taking payments to assisting customers with a range of queries. This is a full-time role, based at our Sheffield office full time.
Day-to-day responsibilities:
* Inbound customer support, including handling customer contacts via telephone, email, and live chat whilst striving for high first-time resolutions and maintaining a focus on delivering excellent customer service and satisfaction.
* Assisting customers with their repayment queries focusing on high-quality conversations to establish repayment arrangements that are affordable for the customer and commercially viable for the company.
* Performing key tasks such as managing TrustPilot reviews to continue our positive online reputation (we pride ourselves on these!), as well as handling requests for invoices and remittances.
* Reporting any technical issues to team managers for resolution and to continue improving our systems and platforms.
* Achieving and maintaining targets for quality and productivity as set by the company.
* Adhering to company policies and Treat Customers Fairly (TCF) guidelines in all customer interactions, as well as ensuring compliance with industry regulations and data protection laws.
Now a bit about you…
We are a passionate and professional team, and we are looking to welcome a Customer Support Agent with a shared interest in our scale-up journey and the aim to embed Bumper as the leading automotive payment and insights platform!
Our ideal candidate would need to provide the following…
* Previous Customer Service experience.
* Experience handling customer complaints would be preferable.
* GCSE grade C or above in Maths and English.
* Proficient IT skills, including Microsoft Office Suite (i.e. Word, Outlook, Excel etc).
* Excellent verbal and written communication skills.
* Proven ability to prioritise and work to deadlines.
* A passion for customer service and delivering high standards of customer satisfaction.
* Strong interpersonal skills and a desire to be a team player.
Nice to haves...
* Previous experience in financial services/dealing with debt and forbearance would be advantageous.
This role will require you to work one Saturday between 8:30am – 5pm every month. You will be offered time back in lieu as well as weekend working paid at a higher rate.
What you'll get from us...
* OTE of £27,000 per year.
* Private Healthcare and Medicash plan.
* We give 26 days holiday + bank holidays, plus volunteer days throughout the year (pro-rated).
* Tax-saving Salary Sacrifice Pension with Aviva.
* Salary sacrifice Cycle to Work, Octopus Electric Vehicle, and Nursery fee schemes available!
* For all your well-being and development needs, we give each colleague access to a Wellbeing platform, with an allowance of £250 per year.
* Our Bumper Flex policy for better work/life balance.
* Annual company-wide Bumper Retreat—a few days of fun, collaboration, and mingling (make sure your passport’s in date!).
* If and when the time comes, we will give 4 months paid leave to primary carers, and 1 month of paid leave to secondary carers.
Perks are nice, but we know perks don’t make up the whole package of a great job. By joining our Bumper team, you'll have the opportunity to be an ambassador for our product & brand, and help us to continue on our winning streak!
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