Customer Service Advisor

About Us:

One-third of the UK’s working-age population struggles to access affordable credit — and at Amplifi Capital, we’re committed to changing that. Our mission is to improve the nation’s financial health by putting customers at the heart of everything we do. Through our state-of-the-art FinTech ecosystem, we enable ethical lending via credit unions, making fair and accessible credit a reality for everyone in the UK.

Amplifi Capital Limited (ACL) is proud to be one of the top lenders in the UK’s near-prime unsecured personal loans market. Our customer-first approach and innovative solutions have driven remarkable growth — increasing new customer volumes fivefold in just two years. And we’re only getting started. Our two flagship lending products, My Community Finance and Reevo, are designed to meet diverse customer needs while promoting financial inclusion.

As the leading name in the UK credit union market, with the two largest credit unions on our platform, we’re setting new standards for ethical lending. But our ambition goes further: we aim to become the biggest player in the UK personal loan market for the near-prime segment. By staying customer-centric and leveraging cutting-edge technology, Amplifi Capital is redefining what responsible lending looks like — standing out from competitors and leading the way in financial empowerment.

The Role:

Amplifi Capital is excited to offer an opportunity for a dedicated and customer‑focused Customer Service Advisor to join our team in Leeds, United Kingdom. In this role, you will be at the heart of our mission to deliver exceptional experiences and outstanding outcomes for every customer we support.

As a Customer Service Advisor, you will make a meaningful difference each day by resolving customer queries promptly, clearly, and compassionately ensuring that every individual can access our services with ease and confidence. Your ability to listen, understand, and communicate effectively will be key in helping customers navigate their financial journey.

You’ll be part of a small, close‑knit, and highly committed team working together to build a truly distinctive financial services organisation. If you’re passionate about delivering excellent customer outcomes, driven to solve problems, and motivated by helping others, we’d love to hear from you.

Responsibilities:

• Deliver outstanding customer support, ensuring every customer can access our services as smoothly, easily, and efficiently as possible.
• Take full ownership of each customer interaction, resolving queries with accuracy, care, and urgency to achieve the best possible outcomes.
• Provide timely, empathetic, and transparent follow‑up, building trust and strong relationships through exceptional service and clear communication.
• Onboard new customers, supporting them through ID verification and other compliance‑related processes to ensure a safe and seamless experience.
• Handle a wide range of customer queries via phone and email, developing strong knowledge of our savings, loans, and internal procedures so you can offer confident, informed assistance.
• Champion customer service best practices, ensuring consistency, quality, and continual improvement across all customer touchpoints.
• Contribute actively to the evolution of our customer service processes, identifying opportunities to enhance efficiency, customer outcomes, and overall experience.

This is a high impact role in a fast-growing business and hence the ideal candidate would be someone who has:

• Proven experience in a Customer Service or Support role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Analytical mindset with the ability to use data for decision-making.
• Problem-solving and conflict resolution skills.
• Knowledge of customer service software and tools.
• Strong organizational and time management abilities.
• Ability to work effectively in a fast-paced, dynamic environment.
• Familiarity with relevant regulations and compliance requirements.
• Strong written and verbal communication skills - can explain complex information in a simple and easy to understand way.

• 25 days annual leave

• Pension
• Cycle to Work Scheme
• Subsidised Gym Membership
• Private health insurance
• Hybrid Working (2 days from home)

Commitment:

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

Please note that all offers of employment are conditional on us obtaining satisfactory pre-employment checks, including a DBS check, a credit check and employment references.