Customer Support Specialist

🍊 Customer Support Specialist

🏢 PremFina
📍 Remote (UK)
📄 Full-time | Permanent
⏰ 37.5 hours per week (Mon–Fri)
🕗 Shifts between 8:30am – 6:00pm

💡 About the Role

PremFina is a fast-growing fintech company transforming how people pay for insurance through smarter premium finance solutions.

As a Customer Support Specialist, you’ll help customers across multiple channels while working within a small, collaborative remote support team.

🛠️ What You’ll Be Doing

• 📞 Handle inbound customer calls

• 💬 Respond to queries via email, live chat and social media

• 🧾 Update records in support systems like Freshdesk

• ⚠️ Manage Level 1 customer complaints

• 📚 Educate customers on self-service tools

• 📈 Help identify improvements to customer processes and experiences

• 📊 Work towards service targets such as customer satisfaction and response times

✅ Requirements

Essential:

• 📞 12+ months contact centre experience

• 💬 Strong written and verbal communication skills

• 🧠 Ability to solve problems and navigate complex situations

• 💻 Comfortable using multiple digital tools and systems

• 🤝 Strong team player with a positive attitude

• 🎯 Experience working toward customer service KPIs

Nice to have:

• 💷 Experience in UK financial services

• 📊 Knowledge of premium finance

• 🧾 Experience using Freshdesk or Zendesk

🎁 Benefits

• 💰 Competitive salary

• 🎯 Discretionary annual bonus

• 🌴 25 days holiday

• 🎉 “All About Me” personal day

• 🛍 Perkbox discounts

• 🏥 Private health insurance

• ❤️ Life insurance

• 💰 Pension contributions

• ⚡ Flexible working

• 📚 Professional development support

• 💻 Latest tech equipment

• 🥂 Team social events