UK Consumer Email Agent - Remote

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Team Overview

As the first point of contact for customers via email, you will provide timely, accurate, and professional responses to customer inquiries, resolve concerns, manage disputes and complaints, and deliver exceptional customer experiences. You will use internal and industry-standard support systems while ensuring compliance with information security requirements, operational procedures, regulatory standards, and UK credit industry regulations.

The successful candidate will demonstrate excellent written communication skills, strong problem-solving abilities, a customer-first mindset, and the ability to manage multiple priorities in a fast-paced environment. This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.

Role Overview And Core Responsibilities

• Respond to customer emails in a timely, professional, and customer-focused manner.
• Investigate, resolve, or appropriately escalate customer inquiries, complaints, and disputes.
• Provide accurate and up-to-date information regarding products, services, policies, procedures, and account-related matters.
• Meet or exceed service level agreements (SLAs), productivity, quality, and customer satisfaction targets.
• Assist consumers with navigating and utilizing available online services and self-service platforms.
• Log, process, and track credit data disputes and customer complaints accurately within required systems.
• Provide customers with updates on the progress and resolution of disputes and complaints.
• Educate consumers on the UK credit reporting industry and help them better understand their credit information.
• Ensure all customer interactions comply with company policies, information security requirements, and applicable UK regulations.
• Handle sensitive and confidential customer information responsibly and securely.
• Maintain accurate records of customer interactions and case activities.
• Collaborate effectively with internal departments and stakeholders to facilitate timely resolution of customer issues.
• Contribute to continuous improvement initiatives by identifying process improvement opportunities.
• Adapt to changing business needs, regulatory requirements, and operational processes.

Required Knowledge And Experiences

Requirements

• Minimum 3 years' experience within a contact center, customer service, email support, back-office, or administrative environment.
• Fluent in written and spoken English.
• Exceptional written communication skills, including strong grammar, spelling, and professional email etiquette.
• Excellent customer service and relationship management skills.
• Strong organizational and time management abilities.
• Ability to multitask and manage competing priorities effectively.
• High attention to detail and commitment to accuracy.
• Ability to work independently with minimal supervision.
• Ability to work collaboratively within a team environment.
• Strong analytical, investigation, and problem-solving skills.
• Experience handling confidential and sensitive customer information.
• Ability to learn and utilize multiple systems and applications simultaneously.
• Proficiency in Microsoft Office applications and case management systems.
• Strong listening, comprehension, and interpersonal communication skills.
• Positive, professional, and cooperative attitude.
• Resilience and ability to perform under pressure while maintaining quality standards.
• Flexibility and adaptability to changing business requirements.

Regulatory & Compliance Knowledge

• Understanding of UK data protection and privacy requirements, including GDPR (General Data Protection Regulation).
• Knowledge of information security principles and best practices.
• Ability to maintain compliance with company policies, regulatory standards, and operational procedures.
• Understanding of customer confidentiality and data handling requirements.

For positions based in South Africa, preference will be given to suitably qualified candidates from designated groups in line with the company's Employment Equity plan and targets.

Should you not hear from TransUnion within 3 weeks from applying, please regard your application as unsuccessful.

Employment with TransUnion GCC Africa requires that you work from a fibre-ready home environment that supports confidential and comfortable day-to-day work. You may be based anywhere in South Africa with fibre connectivity; however, working outside of South Africa is not permitted. A minimum 100/100 Mbps fibre line is required and must be installed or upgraded by day one of employment. As a credit bureau, certain roles also require a clear credit record.

TransUnion Overview:

At TransUnion, our Workforce for Good is built on purpose, impact, and opportunity. We empower our people to grow, innovate, and make a meaningful difference for our communities and customers all while being supported to thrive both professionally and personally. With a strong focus on flexibility, wellbeing, and collaboration, you’ll work with exceptional people across the globe, pioneering products, and cutting-edge technology that truly matters.

At TransUnion GCC Africa, you’ll join a purpose-driven organisation that invests in its people through competitive rewards, comprehensive benefits, and meaningful career development. We offer permanent work-from-home flexibility, wellbeing support for you and your family, and access to global exposure and accredited learning so you can grow your career while maintaining balance.

TransUnion Job Title

Rep I, Consumer Operations Support