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Customer Support Officer
5 months ago
Role: Customer support officer
Location: Shirley, Hybrid
**Salary**: £23,500/- per annum
**About The Role**
Our client (UK specialist bank) is currently looking for customer support officer
The purpose of the role is to efficiently and effectively recover any money due on consumer portfolios within the current regulatory frameworks. This will involve dealing with both verbal and written communication with customers and authorised third parties**. **A high level of commitment, self-motivation and adherence to regulation and legislation is required as well as adhering to the CLS policies and procedures, to provide suitable and fair outcomes for our customers.***
**Responsibilities**:
- Deal empathetically with customers whilst questioning and probing to understand their circumstances
- Examine accounts in arrears, and up-to-date accounts, and work with customers to proactively identify; vulnerable/sensitive customers, customers experiencing financial hardship or a customer making a complaint, referring to specialist teams where applicable
- Handle escalated calls from customers to ensure that complex queries and complaints are handled swiftly and effectively by making decisions on the correct course of action for an account
- Understand the reason and likely timeframe of financial hardship and make suitable / sustainable arrangements with customers
- Communicate with customers / authorised third parties to agree and monitor payment arrangements in line with the CLS forbearance policy and the customers affordability
- Demonstrate excellent communication skills, ability to empathise, and challenge processes and work approaches appropriately
- Ability to use own initiative and work as an effective team member
- Ability / experience to identify and probe effectively where vulnerability / complaint or other underlying reasons are suspected
- Ability to recognize when to adapt communication style to suit the customer or colleague
- Problem analysis and problem solving with an attention to detail and accuracy
- IT aptitude and the ability to learn appropriate systems
**Qualifications and experience** Grade C or above, GCSE (or equivalent) in English and Mathematics.
**Working hours** During the working week the hours will be 8.30am to 5.00pm twice a week, 10.00am to 7.00pm twice a week and 8.30am to 1.45pm once a week. Additional weekend hours are required for this role. They consist of 10 hours split across an eight week period. You may be required to work some bank holidays however this will be included in the annual holiday entitlement.
