Customer Care Advisor
About You.
* Have you got a background in customer service dealing with complaints?
* Do you have strong administrative skills?
* Are you empathetic and well organised?
About the Role.
We're looking for someone who enjoys talking to customers and is inquisitive. You’ll have strong communication skills and along with the rest of our Customer Care team, you'll focus on good customer outcomes.
Working in a supportive and knowledgeable team,you'll identify, acknowledge and investigate any complaints from existing / prospective customers / external parties.
You'll ensure that communication is regular and effective and will deliver excellent customer service whilst managing customer expectations.
You'll review investigations to determine fair outcomes and ensure inbound calls are handled in an effective and timely manner.
Responsibilities:
* Identify and acknowledge complaints from customers, prospective customers, authorised third parties on a customer’s behalf or other agencies and record them on relevant databases.
* Investigate complaints competently, diligently, and impartially, to determine liability, utilising all available resources including Brokers, Vehicle Dealerships, Independent Vehicle Assessors, Financial Ombudsman Service.
* Determine complaints which are the team to answer, and those which should be forwarded to an alternative FCA authorised firm / external partner.
* Review investigations to determine fair outcomes and compose Final Response Letters for sign off.
* Manage the full complaint lifecycle, keeping to deadlines in keeping with complaint procedure.
* Monitor agreement in a timely manner to ensure that payments are moved if appropriate to minimise any customer impact.
* Responding to complaints both in writing and verbally, delivering excellent customer service whilst managing customer expectation.
* Maintain regular and effective communication with internal and external stakeholders, seeking to always manage expectations.
* Ensure inbound calls for Customer Care and Collections department overflow are handled timely and effectively.
* Continually strive to build strong relationships with brokers, dealers, internal teams, and customers.
* Evaluate and make commercial sound decisions when instructing third party inspections and repair costs.
* Ensure that authority levels are adhered to and authority sought when exceeded.
You'll work 36 hours per week (including 1 in 4 Saturdays).
About Billing Finance
* Billing Finance is a privately owned, family run vehicle financing Company based on the outskirts of Northampton. We focus on customers with non-standard credit profiles that may not fit the automated underwriting processes of other lenders. Our mission is to help get all our people, including customers and staff “where they need to be” by “putting them at the heart of everything we do”.
Our values are:
o We are responsible – We are conscious of our impact on people and planet
o We care about you – We are kind and compassionate with our customers and with each other
o We work with you – We support financial wellbeing for our customers and the wider community
The successful candidate will not only have a successful and fulfilling career with us but will also receive a fantastic range of benefits:
o Discretionary bonus scheme
o Electric Vehicle salary sacrifice scheme
o Pension salary sacrifice scheme
o Private Medical
o Income Protection
o Hybrid working
o Employee Assistance Programme
o Annual £200 personal growth fund
o Paid volunteering days
We currently have over 100 staff members, so if you want to join a company that wants to make a difference then apply today!
The Recruitment Process and How We Will Use Your Data
The recruitment process will involve obtaining information and/or exchanging it with the following organisations to assist with our pre-employment checks prior to interview.
o Credit Reference Agencies – to complete a soft credit check to understand your financial history
o CIFAS – to check both National and Internal databases for fraudulent activity. The personal information we have collected from you will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. If any of these are detected, you could be refused certain services or employment. Your personal information will also be used to verify your identity.
To complete these checks, you will be asked to provide your address history for the past six years, along with your full name and date of birth.
We may also ask for proof of your right to work status or evidence of any qualification or experience prior to being offered employment. Further information on how we collect and use your data during the recruitment process can be found in our Privacy Policy here
Billing Finance is an equal opportunities employer, and we understand that for some candidates to perform their best they may need some reasonable adjustments. If we can make your application journey with us more suitable for you, please do let us know and we will endeavour to help.
* Adherence to all policies including but not limited to Complaints Policy, Extra Support Policy, Treating Customers Fairly, Data Protection Act whilst adhering to the Code Of Conduct Rules
* Inputting data onto internal system and recording status, level, and outcome of all complaints.
* Assist in the review and implementation of existing and new processes within the Customer Care Team.
* Identify root causes and issues, provide ideas to drive improvement and provide recommendations for best practice improvements within the team and the business.
Location
Northampton
Department
Operations
Job Title
Customer Care Advisor
Salary
£25,000 - £30,000 per annum
City
Northampton