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Customer Assistance

2 months ago

Coventry, United Kingdom Tsys Managed Services EMEA Full time
Can you show kindness, patience, and compassion for customers who are struggling? Are you innately calm and easy to talk to? Does wording difficult news in the right way come naturally to you? Then you could be our next Customer Assistant.
This role includes a 4 week training course located in Coventry city centre, minutes away from Coventry train station. It is a full-time 37.5hrs/week role by rota, so we can meet the needs of all kinds of people living all kinds of lives.
Working in our collections team means dealing daily with customers who might be facing financial difficulty, and coming up against issues that can put customers in debt, such as fraud and scams. Our client, a well-established UK building society, prides itself on being built by the people for the people, and we uphold these ethics in everything we do for our customers, through the good times and the bad.
If you've worked in call centres before, or even done customer service work before, you probably wonder what makes us any different? Here at TSYS, we are categorically the best at providing customer service solutions for our clients - and our recent victory at the Card and Payments Awards shows just that
Not only are we recognised across the board for our excellent customer service, we also take pride in recognising our staff. We would never have received such praise had it not been for our amazing teams, and that's why we offer excellent benefits, a fun workplace with a smart-casual dress code, regular events such as Summer and Christmas parties and staff recognition days, awards and certificates recognising staff attributes, and, what's better, over half of all our roles are filled internally. Your next job could be with us, but so could your next job after that We don't just offer a job, we offer a career, new experiences, and lifelong friendships. What are you waiting for?
Responsibilities in this role:
Answering incoming telephone calls
Contacting customers who may be experiencing financial difficulty
Providing excellent customer services at all times while building and maintain a professional relationship with customers
Helping customers with managing repayments through a range of repayment options
Signposting debt management solutions
Processing card payments
Logging and processing of complaints
Raising issues and potential problems with management
Working with other internal teams to provide a streamlined experience for customers
The ideal candidate would have:
Customer service experience (face to face or telephone)
Excellent communication and listening skills
IT literate
Ability to see the bigger picture
Good use of initiative
Compassion and empathy
Ability to work as part of a team
Good telephone manner
Ability to work under pressure
Customer focused and results orientated
Preferably some experience in similar roles
In return, here are some of our great benefits:
Unsociable hours allowance – an additional £1.50 per hour for any shift or part-shift worked between 7am-8am or 5pm-8pm Mon-Fri and any weekend shifts
Life Insurance – x1 Salary (Can be increased to x4 at additional cost)
Full Training provided
MediCash Health Care Plan
Pension (Employee 5% - Company 3% contributions)
26 Days Annual Leave + Bank Holidays (Rising to 30 days with continuous service)
Option to buy additional leave
Enhanced Sick Pay - 13 Weeks full pay after 12 months service chance for this to increase based on length of service with us
Cycle to work scheme
Maternity & Adoption Pay – (12 Weeks Full Pay – after 26 weeks in employment)
Paternity Leave (2 Weeks Full Pay – After 26 weeks in employment)
Shared Parental Leave – (12 Weeks Full Pay – after 26 weeks in employment)
Bereavement Leave – (5 Days Leave at Full Pay)
Dependent Leave – (2 Days at Full Pay)
TSYS Managed Services (TMS), part of Global Payments, offer financial solutions in the form of customer service, through our outsource contact centres on behalf of Banking and Building Societies in the UK and Europe. We are part of a larger worldwide organisation called Global Payments who operate in over 80 countries worldwide offering payment solutions. TMS is an equal opportunities employer