Overview
Telephone Collections Agent
Pay: £23,810OTE £28-£32k
Job Type: Full-time 37.5 hours, Permanent
Location: Manchester
Due to expansion, my client is looking to recruit Telephone Collection Officers to join the contact centre team. If you are a strong communicator, self-driven and motivated, engaging, and influential then this could be the role for you!
Responsibilities
* Answering calls from customers that owe money to local authority clients, Transport or third parties acting on their behalf.
* Occasional outbound calls to those who have failed to make payment / contact.
* Occasionally negotiating with customers on live chats.
* Taking payments.
* Completing basic affordability checks and income and expenditures forms
* Negotiating payment arrangements where a customer cannot pay in full
* Identify vulnerable customers
* Sign-post customers with financial difficulties to non-profit debt advice agencies
* Deal with customer queries and handle disputes
* Update accounts and ensure all notes are correct on our systems
Skills/Qualifications
* Customer service or contact centre experience (2 years preferred)
* Excellent communication skills – able to interact effectively at all levels
* Able to work in a fast-paced environment with the ability to provide information quickly and clearly
* Confident in dealing with customers over the telephone – often in difficult circumstances
* Friendly and empathetic, with good active listening skills
* Ability to problem solve and provide customers with options in line with our client and company guidelines
* Confident negotiator to achieve the shortest arrangements to fulfil client requirement
* Previous practical office administration experience
* Being comfortable in using a variety of technologies and software systems
Benefits
* Company pension
* Colleague discount scheme
* Christmas Savings Scheme
* Free on-site parking
* Employee Assistance Programme
* Birthday holiday allowance
* Attractive bonus, incentives and performance rewards
* Death in service benefit
* Hybrid working (subject to reaching required standards)
If you have the experience and skills needed for the role as a Telephones Collections Agent please apply!
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