Customer Account Manager
Location: Stratford-upon-Avon (hybrid working available after training)
Salary: £26,000 per annum
Hours: 37.5 hours per week, Monday to Friday (between 8:00am-5:00pm)
We are currently working with a client in Stratford-upon-Avon who are looking to recruit a Customer Account Manager to join their growing team.
In this role, you will be responsible for the day-to-day management of customer accounts where arrears have arisen. You will work closely with customers to understand their circumstances, offering support by agreeing affordable and sustainable repayment solutions. A key part of this role is treating customers with empathy and respect, ensuring fair outcomes and positive customer experiences.
Key Responsibilities
* Handling inbound and outbound customer calls to resolve payment arrears
* Negotiating repayment arrangements in line with customer needs and company processes
* Demonstrating empathy, professionalism, and confidence when dealing with a wide range of customers
* Making appropriate decisions based on individual customer circumstances
* Accurately updating customer account information, ensuring records are clear and professional
* Identifying and highlighting any customer vulnerabilities in line with company procedures
Skills & Experience
* Excellent interpersonal and communication skills (both verbal and written)
* Confident and professional telephone manner
* Target-driven with the ability to plan and manage your own workload
* Strong IT skills with a high level of attention to detail
* Experience in debt negotiation is desirable but not essential
Brook Street NMR is acting as an Employment Agency in relation to this vacancy.
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