The UK’s Fraud Prevention Service Bamboo

Customer Support Agent - Part Time

Location

We are right in the Centre of Southampton, directly opposite Central Train Station and close to a bus hub. 

Hours

A part time role ideal to fit around life’s commitments from parenthood to studies - we have a range of hours available and can be reasonably flexible. We do ask for a commitment of a minimum of 10 hours per week, including a shift of 9am-2pm on Saturdays, and the remaining hours will need to be between 9am-5pm Monday to Friday. 

Who are Bamboo? 

Bamboo is a personal loan provider, paying out loans since 2014. Our Customer Support Agents do not make any ‘cold calls’ or sales calls – your job is to engage with customers who are actively seeking to progress their online applications over the phone or through our email and webchat channels. 

In this contact centre position, it will be your responsibility to provide a first-class customer service experience in line with service level agreements and the Financial Conduct Authority (FCA) guidelines, especially the Consumer Duty. 

The main features of this role include

  • Engaging with customers through various contact channels, always striving for a high level of quality; 
  • Maintaining and developing your knowledge of the Bamboo product to allow you to answer customer queries; 
  • Engaging in communication with third party brokers, as well as our internal underwriting and collections teams to ensure the best possible customer outcomes; and 
  • Keeping your eyes peeled for any irregularity or problem and alerting your Team Leader when necessary. 

Skills and experience needed

  • Strong communication skills 
  • Team player 
  • Enthusiasm to learn 
  • Ability to work in a lively environment 
  • Computer literacy 
  • Can-do attitude 

As a key member of a dynamic team, the Customer Support Agent will likely have experience working within a customer facing role. Prime applicants may also understand FCA regulations, Data Protection and the Consumer Duty or have experience working within either a contact centre environment or the financial services sector. However, this is not a ‘must’ as full training is provided. 

More about Bamboo

Bamboo is an award-winning fintech - new in design and spirit but at the same time a mature consumer finance business. We have over £500 million of lending under our belt since we first started back in 2014. We hunkered down at the start of the Covid pandemic to ensure we did the right thing by our customers and protected the business – we are back growing fast again and have big ambitions. 

We are passionate about customer service and proud and humbled that we have an 'Excellent' Trustpilot score of 4.9, which is rare in the financial services industry. We have won many industry awards, such as the ‘’Consumer Credit Awards’’ award for ‘Best Personal Loan Provider’ in 2017, 2018, 2019 and 2021 and the Lending Awards’ ‘Customer Service Excellence – Alternative Lending’ award in 2019. In 2021, we won the “Treating Customers Fairly Champion” award in the Consumer Credit Awards. We are very proud of this recognition and feel that it shows our commitment to offering superb service. 

We know we must continue to work hard to provide a great service to our customers and continue to maintain their trust and loyalty and keep at the cutting edge of innovation in our sector. There are around 100 of us at Bamboo, primarily based in London (near Waterloo) and Southampton. 

The Bamboo culture is the heart of our business, we actively promote and encourage a family and team ethos amongst all of our colleagues and peers, no matter what your role is within the company. We often arrange social events such as summer barbeques, quiz nights, team-building events and Christmas parties, so that everyone in the business can get to know each other. 

Our aim is to invite the best people to be a part of our growing team, to fit in with our friendly and relaxed culture and to provide you with everything you need to grow with us as we explore and expand into new adventures. 

Benefits

Competitive Salary (pro-rata for part-time employees), Pension Scheme, Discretionary Bonus (based on individual performance and in line with the Consumer Duty), Life Cover (4x basic salary), 22 days holiday (increases with each year of service up to a maximum of 25 days and pro-rata for part-time employees), Perkbox, Dental Scheme (up to Family cover level), Cycle to Work Scheme, free fresh fruit delivered each week, optional paid volunteering time and frequent team building and social events.