Job Description
At FGFS, we are constantly evolving to meet our customers’ needs and we now have opportunities for Collections Advisors, based in Clayton-le-Moors, Accrington.
Our Collections Advisors are responsible for reviewing accounts and contacting customers across multi channels (Web chat, email and telephony) who have missed payments to talk them through the different financial options that are available to them.
As a Collections Advisor, you will build rapport with our customers, going the extra mile to ensure empathy and compassion is portrayed in a professional manner. Speaking with customers to understand their situation, you will offer support to help minimise their arrears and help them get back on track with their payments. Our Collections Advisors work within our company and regulatory guidelines to maintain high standards and to provide the best possible outcome and experience for our customers.
As you gain experience in the role you will become multi skilled in each element of our contact centre operation
Hours of work
40 hours per week on a 4 weekly rota basis.
Shifts between 8am - 8pm including weekends.
Qualifications
* Experience of working within a Financial Service or Customer Service environment would be beneficial but not essential
* Ability to deliver in a fast-paced target driven environment
* Excellent communication skills both written and verbal
* Ability to listen and build rapport quickly and effectively
* Ability to remain calm and professional at all times
* High attention to detail
* Self-motivated and able to work as part of a team
* IT literate
Additional Information
As FGFS is within a regulated environment, any offer is subject to satisfactory background checks including criminal record check, credit check, and employment references.
Along with your benefits package we also offer a wide range of perks for our colleagues:
Reward, Recognition and Opportunities
Frasers Champion- Our employees are at the heart of our business and we ensure individuals are recognised every single month for their hard work. Frasers Champion is a peer nominated scheme where 8 winners will receive double their pay for a month where they have thought without limits, owned it or been relevant.
Employee Welfare
Frasers Fit – Our Everlast Gyms Team are on a mission to make our workforce the best, and fittest on the planet! We run free gym classes for employees as well as discounted memberships to our clubs. Frasers Fit is our wellbeing programme which aims to support and improve colleagues Physical, Financial & Mental wellbeing. The app is accessible for every employee and includes training, nutrition and lifestyle advice- all completely free.
Retail Trust – We know that its not just about physical health, mental wellness is equally important which is why all of our employees get free access and support from the Retail Trust charity. This includes a 24 hour wellbeing helpline, wellness hub, counselling and financial/legal support.
What’s next?
Our Recruitment Team will be reviewing applications and all candidates will receive a response, whether you are successful or unsuccessful. Shortlisted applicants may be asked to confirm a few key details before being booked in for a first stage interview with the Recruiter- this will be behaviourally focussed and centred around how you align with our Culture and Values. If successful we anticipate two further interview stages with the Hiring Manager/wider team which will be more technically focussed and could include a presentation/task so we can see your skills in action.