Customer Service Advisor

4 weeks ago

Farnborough, United Kingdom Hays Full time

Hays is delighted to be working with our global client, one of the world’s most successful premium manufacturers of cars, motorcycles and provider of premium services. Our client demonstrates a commitment to innovation, sustainability and product responsibility all the way from development to production. Their aim is to play a dynamic and innovative role in shaping the face of mobility. Our clients highly value each and every person; their passion, commitment, uniqueness, and contribution to shaping the future success of their business.


Hays are recruiting for an exciting opportunity for a Customer Service Advisor (Recovery Specialist) to join our client on an ongoing long-term temporary assignment.





Key Responsibilities:

  • Manage Insolvency Solicitor Post and scan to ensure cases are effectively dealt with to limit company’s bad debt exposures. This may involve working the cases in SOPRA from the solicitor and actioning any emails
  • Set up formal meetings with Suppliers for quarterly reviews and complete formal minutes of the meetings where required.
  • Collate weekly and monthly reports for all Suppliers. Some of the reports will include managing monthly income in terms of reporting and receipt of funds. Also includes vehicles recovered, charging orders obtained and Judgments secured. Update MI reports for distribution. Collation of data for monthly and quarterly performance reviews.
  • Support Litigation executive with managing and responding to queries received within Litigation.
  • Manage complex or confrontational situations, ensure these are resolved, and processed in line with company policy.
  • Support in managing any system access requests for new Suppliers and any new users. In addition action any user changes or issues with system access
  • Process and monitor disputes and data updates for credit reference agencies in line with company policy.
  • Complete the KPI Dashboards across all suppliers, highlight any poor performances or trends to the Litigation Exec’s and / or Manager
  • Support Exec’s in working in email emails to the Litigation Team.
  • Log all team workloads in required format
  • Manage Payment of Supplier invoices for all supplier’s, ensuring payment is made in line with agreed contracts, highlighting any issues or concerns to the Litigation Manager
  • Review Litigation Vulnerable Customer cases to monitor our suppliers are adhering to guidelines on these cases and cases are being managed correctly.





Purpose:

  • Support with exit strategy collating information, reviewing cases where required.
  • Maintain communication and relationships with bodies such as DVLA, CRA, FOS.
  • Develop a strong network within Operations and the wider business to ensure that any activities which have an impact upon the Recovery Litigation team and performance are identified and appropriately managed.
  • Develop and maintain relationships with other teams outside Operations to ensure relevant parties included in any procedural reviews and changes as appropriate.
  • Develop a strong relationship with all our Suppliers



Education and work experience:

  • Proven ability in a collection related environment, preferable financial services.
  • Excellent communication skills via all mediums (Face to Face, Email, Phone – essential)
  • Analytical and objective approach to problem solving.
  • Knowledge of DPA, CCA, FCA, TCF & Money Laundering
  • Strong team ethic.
  • A working knowledge of SF1-UK Group systems (desirable)
  • Microsoft Office skills
  • Excellent organisational skills





Location: Farnborough, UK. (Candidates should be based within a reasonable commute)

Assignment type: Till end of the year (with possibility to extend beyond)

Working environment: Hybrid working: 3 days in the office - 2 days at home is an option after training (1-3 months) based on a blended approach.

Hours per week: 37.5

Pay rate: £15.38

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