Overview
We are looking for a Customer Service Advisor to join our Customer Contact Team based in a call centre environment in Middlesbrough.
Details
* Pay: £12.33 per hour
* Salary: £24,043 per year
* Working days and hours: Monday to Friday and 1 Saturday in every 3; 9am–8pm Monday to Friday and 9am–1pm Saturday
* Contracted to 37.5 hours per week
* Start Date: Monday 13th October
* Benefits: 29 days holiday (including Bank Holidays), Pension scheme, Medical Cover, Retail discounts
Role
As a Customer Service Advisor you will work within the Collections department and you will be the first point of contact for our customers. Through great conversations you will understand the customer finance situation, take full ownership during the call and support the customer to a resolution.
Working as part of a team, our Collections Advisor will ensure all calls into the team are answered with company guidelines, whilst providing excellent customer service. You will also need to navigate multiple systems during the calls, so strong computer skills coupled with the ability to deal with sometimes distressed customers is a must.
Due to the nature of this role, you will need to come from a call centre/phone-based role, have a great telephone manner, a problem-solving mind and a flair for resolving issues.
ADBS and Financial check will be completed as part of the vetting process.
Collections Advisor – Role & Responsibilities
* Arranging collection of the debt through telephone, email and online services
* Contacting consumers to put in place tailored solutions to enable them to address their debt situation bearing in mind their financial well-being
* Handling general file queries
* Sending out financial statements, evidence and response packs
* Working with vulnerable consumers in line with the firm’s policies and procedures
* Make sure to put customers first - taking ownership of their queries, building rapport quickly and providing the highest level of customer experience
* Diagnose a full range of customer needs, providing appropriate product information, help and support to meet the needs identified
* Make sure all customers are acknowledged and responded to within pre-arranged service levels and timeframes
* Make sure all interactions are fully, accurately and consistently logged and updated on the customer service systems
* Respond positively to customer objections using a range of questioning techniques, demonstrating empathy and understanding
* Take responsibility for managing your own workload to ensure all response times are met or exceeded
* Take personal ownership to keep knowledge of products, policy and procedures up to date
* Build and maintain strong working relationships with other parts of the organisation to support the delivery of outcomes and great customer experiences
The Person
* A proven ability to deliver an outstanding customer experience in difficult situations
* Excellent written and verbal communication skills
* A comprehensive knowledge of customer contact systems
* Excellent attention to detail, with the ability to assess information
* The ability to manage own workload and prioritise accordingly
* The confidence to make decisions within agreed discretionary limits
Apply
APPLY ONLINE TODAY and a member of the team will be in touch
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