This role would suit an experienced customer service advisor/officer looking for their next career role. You will ensure that you uphold all of Link’s core values, while also adhering to our external client’s expectations. Your work will be primarily dealing with a wide varying range of customer enquiries from emails, written correspondence, or telephone calls. You will provide excellent customer service to all customers and display all TCF (Treating Customers Fairly) principles. Job Role Dealing with customer enquiries & providing them with the information, documentation, service outcomes and support that they need and assist with managing their account Sign-posting customers to internal and external sources of support including – Specialist Support Team, free money advice & Link’s customer portal. Question and review to understand customers’ past, present and future circumstances in order to arrange the right outcomes for customers and for Link - primarily fair and affordable repayment plans. Using empathy and understanding where needed to build positive relationships with customers whilst presenting a positive view of Link and its clients. Adhering to all of Link’s processes to ensure client expectations are met. Utilising systems and desktop tools to validate customer information, agree the correct course of action and to maintain trackers that accurately reflect the correct account status. Work Experience and Qualifications Previous experience working within a call centre or administrative environment An understanding of TCF principles Excellent communication skills Computer literate including knowledge of Microsoft Office packages specifically Excel and Outlook Good numeracy skills Role Package Hours of Work: Full time permanent, 37.5 hours per week, the expected shift will be 8:30am – 5:00pm Monday to Friday. However, the core business hours are 8:00am – 8:00pm Monday to Thursday, 8:30am – 5:00pm Friday and 9:00am – 2:00pm Saturday. We provide a range of benefits that are designed to support our employees across their health, finances, and lifestyle. Some of our benefits are listed below: Salary: £22,790.00 per annum 25 days holiday bank holidays a Birthday Day off (pro-rata for part-time) Discretionary annual performance bonus scheme Purchase additional holiday scheme of up to 5 days Pension Scheme – 8% total pension contributions Employee Assistance Programme for you and your family, including virtual GP service, counselling, get fit programmes and more Life assurance (4 x annual salary) Season Ticket Travel Loans Enhanced Maternity and adoption pay Friendly, relaxed atmosphere with modern facilities Social events during the year, regularly fundraise for our chosen charities, and have recognition schemes in place that reward our employees for being great team members Learning and Development opportunities to help you progress in your career Link Financial Outsourcing is committed to creating a diverse and inclusive working environment and is proud to provide an efficient, effective, fair and equitable recruitment experience that encourages candidates from all backgrounds.