This position is based at Unity Auto Finance, a lending division within the DSG Finance Group. Unity Auto Finance operates as a regulated lender, delivering tailored finance solutions as part of the group's commitment to innovation and customer service in the automotive finance sector.
As a Customer Customer Care Representative in our contact centre, you will help to navigate our customers journey and bring people back to financial health. You will be the real first point of contact for our customers, answering inbound and also making outbound calls in addition to responding to emails.
You will be the ear that listens to their financial struggles, and the voice that guides them through it. It's hard work, with a real focus on listening skills, making sure we achieve the right outcome for our customers. In this role, you can make a real impact on people's lives.
About Unity Auto Finance:
Ask Unity colleagues what they love best about working here (and they do) and there is one response that comes up every time: The People. Our relaxed, professional working environment is based on respect and inclusivity. We make a habit of promoting from within, as seen from the number of senior managers who joined as apprentices. Our full-spectrum wellbeing programme doesn't just provide support in times of need (like our full family private medical insurance, mental health champions and counsellors). It extends into coaching, job-crafting and encouraging our people to be the best version of themselves. Our bright and spacious campus has a range of exercise equipment which all colleagues have access to.
Working at Unity:
We actively seek business improvement ideas from our colleagues and reward them when they bear fruit. Alongside our lavish annual awards night, we have a monthly peer recognition programme for colleagues who display our core values: Love Yesterday, Today & Tomorrow, Improve Everything Always, Everyone Is Included, Remember, It's Bigger Than This.
We are thrilled to be certified a B Corp & a Carbon Neutral Business. This signifies we have high standards of verified performance, accountability, and transparency on factors from employee benefits and charitable giving to supply chain practices and input materials. In simpler terms, Certified B Corporations are companies that use business as a force for good by caring about their employees, the environment, and their impact on the world.
Key responsibilities:
* Support customers in financial difficulties
* Managing challenging conversations with customers and achieving an effective resolution/outcome autonomously
* Understand each customer's situation and ensure that the best possible outcome for the customer is achieved
* Agree suitable repayment plans where possible
* Handle customer enquiries, answering any questions and queries via various communication methods
* You will work with a minimum of supervision handling all customer queries
* Adhere to, and embrace, the culture of the Consumer Duty, DPA and FCA regulations
* Provide support and comprehensive product / service information to customers
* Build positive relationships with customers
* Identify opportunities to enhance customer experience and turn dissatisfied customers into happy customers
* Undertake various daily tasks to support the Customer Care team
Unity are looking for:
* Previous experience in a customer support role, ideally within a regulated environment
* Excellent customer service skills
* The ability to deal with customers in the right way and with empathy
* Strong written and verbal communication skills
* Attention to details & accuracy
* Excellent organisation skills and the ability to self manage priorities
* Confidence managing multiple cases at the same time and prioritising
* Ability to work calmly under high-stress situations
* Excellent IT skills
* Adaptable to change and willing to embrace new ideas
The role is full time, you will be working 40 hours per week, Monday to Friday between the hours of 8am-6pm.
This role is based in the Cheadle, Stockport Head office for three days per week. Please apply only if you can accommodate this arrangement.
An understanding that weekend & Bank Holiday working may be required in the future but not initially.
Unity will always strive to get the best customer outcome.
Job Type: Full-time
Pay: Up to £31,000.00 per year
Benefits:
* Company events
* Company pension
* Cycle to work scheme
* Free parking
* Health & wellbeing programme
* Life insurance
* On-site gym
* On-site parking
* Private medical insurance
* Work from home
Experience:
* motor finance collections : 3 years (required)
Work Location: In person