Global Support Specialist

Global Support Specialist

We’re looking for an experienced Customer Support professional to join our Global Customer Support team. The person in this role will be primarily focused on resolving user complaints.

This role is ideal for someone who is able to work independently and come up with and deliver solutions driving the right outcomes. You need to be able to wear many hats, take initiative and effectively prioritise your work. If you’re up for the challenge of taking ownership of users complaints and driving the right outcomes, please apply below.

Please note that this role requires some flexibility in work hours - some of our stakeholders are based in different time zones and you will be required to attend regular meetings with them.

What you will be doing:

• Working directly with ClearScore users to help them with their variety of complaints (e.g. fraud, bugs, disputes)
• Understand who our ClearScore and DriveScore customers are and seek to exceed their needs
• Owning the voice of the user in your domain and creating an internal feedback loop between the product teams and the customer
• Understand the user trends and report to relevant stakeholders
• Assisting the Complaints Manager with yearly complaint audits

Skills we'd love you to have

• Managing your time and priorities to ensure focus on the areas that will have the highest impact on your targets
• A strong track record of meeting key service targets (CSAT, SLAs, QA, etc.)
• Strong experience dealing with complaints
• Impeccable time management skills and personal organisation with the ability to multitask
• Open to new ways of doing things and question existing approaches
• Strong interpersonal skills with the ability to build internal relationships quickly
• Initiative and willingness to take ownership and accountability of a task/piece of work

Why ClearScore?

ClearScore is the UK's #1 credit score and report app. We are also present in South Africa, Australia and Canada, with more than 20 million users globally and growing fast. Someone joins ClearScore every 20 seconds.

We have established relationships with over 50 of the main lenders in the U.K., and have been a trusted tool for customers to manage their credit and make better financial decisions.

Since October 2016 we have helped 1.8 million users take out a new credit card or loan. We are user-centric at our core and we believe in leveraging technology to enable positive financial choices. We are design-led and data-driven and we embed these behaviours in everything we do.

Benefits:

• 25 paid holidays and a “duvet day” on your birthday
• Hybrid Work Environment
• Private health and dental cover - including mental health support through Bupa 
• GP office visits
• Life assurance scheme
• Up to 6% matched pension
• Regular Lunch and Learns with guest speakers
• Dog-friendly office
• Daily breakfast and free snacks
• Access to discounts via Cobens Extras 
• Free sports and social clubs
• Continued investment into learning and development 
• Leadership-led training
• In-house psychotherapist
• Financial coach to help you plan and achieve your goals
• No clock-watching culture
• Generous maternity and paternity plans
• Culture and inclusion representatives
• Transparent pay structure and a career growth plan

Equal Opportunities

ClearScore is committed to providing equal employment opportunities to all qualified individuals. As an equal opportunity employer, we are able to make reasonable adjustments to accommodate individuals with disabilities during the recruitment and selection process. If you require accommodation, please inform us in advance, and we will work with you to meet your needs.

• Levels 1-5: Minimum 2 days per week in-office
• Level 6 and above: Minimum 3 days per week in-office

• Flexibility to manage your work and life
• Dedicated in-office days for team building and collaborative projects
•  Office facilities (with plants!) designed for productive interactions
• Clear expectations and support for maintaining our hybrid schedule