Novuna academy sets new standards in retail finance service

When your customers choose retail finance at the checkout, you want them to feel confident, supported, and valued. At Novuna Consumer Finance, we know that the experience your customers have with us reflects directly on you.

That’s why, back in 2019, we launched our very own contact centre academy - an enhanced, structured programme designed to deliver service excellence from day one.

Investing in people for better service

Training and development have always been at the heart of our business, but the academy took this commitment to a new level. Since welcoming our first cohort in 2019, the academy has now trained 50 groups of colleagues, many of whom have gone on to build successful careers with us.

The programme isn’t a quick induction - it’s now a 12-week journey, much longer than the industry standard, giving colleagues the time, skills, and confidence they need before ever picking up the phone to a customer.

This dedication pays off in performance. Compared to the programme just a few years ago:

• Attrition in the first three months has halved, meaning your customers speak with experienced, knowledgeable advisors
• Absence levels have fallen, ensuring better consistency and reliability
• Quality checks continue to improve, reinforcing our commitment to high standards

For retailers, this translates into more engaged staff, fewer service disruptions, and smoother conversations with your customers. It’s one of the ways we support you in improving customer experience in retail finance.

Adapting to keep standards high

The pandemic was a pivotal moment. Within two weeks, the academy moved from in-person to a fully virtual format, ensuring continuity without compromising standards. Today, we use a blended approach that combines classroom learning with digital tools, equipping colleagues to handle a wide range of customer needs.

That adaptability means your customers can rely on us whatever the circumstances. It also shows how our investment in point of sale finance training helps retailers maintain customer trust, no matter the situation.

Recruiting for the right skills

Our focus isn’t just on training - it starts with finding the right people. Since 2024, we’ve introduced interactive assessment centres that go beyond traditional interviews. Candidates spend half a day working through realistic scenarios, allowing us to identify people with the empathy, resilience, and problem-solving skills that customers value most.
The results speak for themselves:

• 90% vacancy fill rate
• 86% offer acceptance rate
• Thousands of applications, proving the academy’s reputation as a great place to grow a career

For retailers, this ensures we’re continually building strong teams capable of delivering first-class finance customer service training.

Why this matters to retailers

Every retailer wants their customers to feel supported when they use finance. Our academy ensures that when they speak to Novuna, they’re met with advisors who are confident, capable, and committed. It’s not just about answering questions - it’s about protecting your brand reputation, building trust, and strengthening customer loyalty.

Our ongoing focus on customer service has also been recognised through CCMA (Call Centre Management Association) and Institute of Customer Service (ICS) accreditations - independent benchmarks of excellence that recognise organisations delivering consistently high-quality service. These accreditations confirm that our training, leadership, and culture all meet the highest standards in the customer service industry.

By partnering with Novuna Consumer Finance, you can be sure your customers receive the best possible service, backed by industry-leading training and support.

Find out more about how partnering with Novuna Consumer Finance can support your retail business and deliver outstanding customer experiences.