Community Analyst

We're Lowell. Haven't heard of us? Then let us say hello.

You may not know us, but our reputation's growing. We help our customers pay off their debts in practical and affordable ways. And, we do it honestly, ethically, and without any confusing legal jargon. We're expanding quickly, and looking for people who really want to help our customers turn their finances around. People who really want to make a difference. People like you?

So that's us. Now, let's talk about your role.

Lowell has a pretty bold but simple goal: being the most trusted brand in our industry.

And to be trusted, we need to walk the talk - and this is where you come in!

We are looking for someone who has what it takes to be Lowell's face in the online world, representing us and talking on our behalf through TrustPilot, Google Reviews and other social media and online channels, meeting customers where they are, showing our commitment to being the best and most trusted in the space.

To do that, you will be proactively dealing with reviews, providing first contact resolution (or escalate to back office where required) to customers who publicly share their views of the company, good or bad (thankfully, it will be mostly good!), and giving them excellent service recovery experiences where possible/required.

By doing this, you will be at the centre of setting the record straight and showcasing Lowell as the leading customer-centric business in the industry we all know it is.

Key responsibilities and accountabilities:

Taking full ownership for dealing with and resolving online reviews with a view to positively resolve customers concerns first time
Flexing focus between platforms based on the business' strategic prioritization & reputational needs
Monitoring volume of reviews and relative workload to enable the team to adjust invitation volume optimally
Provide regular updates to CX Manager on any emerging trends in the reviews that may or may not be picked up from other sources of insight
Survey the landscape of contents posted about Lowell in social media to enable early warning signals of any spike in activity or identification of emerging insight
Complete any additional tasks whilst ensuring effective execution of operational delivery of business objectives

How do we say thank you?

You have a huge impact on our success and our rewards reflect this. With us you'll get:

A competitive salary and annual pay reviews
A annual bonus for a job well done
3% flexible benefits; whether you're into fitness or extra holidays, there's something for you.

Want more?

Our on-site subsidised restaurants serve great food all day.
Cancel your gym membership we have one on site - it's free!
Free parking.
A fantastic culture with more little perks along the way.

Once you get here, you'll still be going places. We really want to work with you to make your career what you want it to be, so we offer a load of different opportunities to help you develop.

What do we need from you?

To make the grade, you'll need the following expertise:

Exceptional email and telephone manner
Proven expertise at service recovery and objection handling
Previous experience in a community management role ideal
Previous social media support experience ideal
Previous experience of working within a fast paced target driven environment
Communication skills
Self-motivated and able to manage time effectively and with minimal supervision

Take the next step and apply

Got the lowdown? Like what you see? Take the next step and apply