Customer Service Advisor

7 months ago

Chester, United Kingdom Specialist Motor Finance Limited Full time

**Customer Service Advisor - up to £24,000 - Hybrid working - Monday - Friday 9am - 5pm**

Specialist Motor Finance offer hire purchase agreements to customers who are not accepted by the mainstream lenders through a panel of motor introducers.

**About the role**

In addition to general and varied customer requests the customer service team also have several administrative functions within the team and provide support of other departments within the business which involves supporting the Customer Financial support team when needed and a triage support for the resolutions team.

The role itself is fast paced and very varied so you won’t be bored

**Key responsibilities**
- Answering inbound customer services calls within agreed service levels relating to general enquiries
- Liaising with insurance companies in relation to payment for motor accident insurance claims
- Discussing, and administering customers entering and managing IVA’s - from time to time speaking with insolvency practitioners.
- Providing exceptional customer service on all interactions ensuring the customer needs and outcomes are at the heart of all activity
- Understand and carry out day to day duties in line with regulatory expectations such as CONC7, Consumer Duty, GDPR
- Ensure that the quality of work produced in writing or by telephone meet the standards of our internal Quality Assurance rigor / expectations.
- Process Subject Access Requests within the regulatory timescales.
- Calculating settlement figure requests.
- Provide peak time support where needed to the Customer Financial Support Team (collections)
- Support the customer resolutions team with complaint tirage calls where needed.
- Update/amend customer details as and when necessary.
- Complete payment due date changes upon request.
- Ensure customer queries are resolved at as a first point of contact or referred efficiently.
- Ensure accurate, timely information is transmitted to our customers.
- Dispatch statements of account to customers.
- Demonstrate the company Vision and Values.
- Provide additional resource to the Pay-out teams as and where necessary to include taking telephone queries.
- Identify and raise department risks where necessary.
- Complete additional reasonable ad hoc duties as determined by management.

**Knowledge**:

- Knowledge of the SMFL business including the customer journey and all related processes.
- Knowledge of discontinued business products.

**Skills**:

- Ability to address multiple demands without losing focus.
- Experience of working to tight deadlines in a department with multiply functions would be an advantage.
- Excellent telephony skills.
- Excellent communication skills and interpersonal skills.
- The ability to understand and analyse management reports.
- Personal drive and self-motivation.

**These rules include**:

- You must act with integrity.
- You must act with due skill, care and diligence.
- You must be open and cooperative with the FCA, the PRA and other regulators.
- You must pay due regards to the interests of customers and treat them fairly.
- You must observe proper standards of market conduct.
- You must act to deliver good outcomes for retail customers.

**Employee benefits**
- Pension scheme - up to 8%
- 26 days holiday + bank holiday (option to buy an additional 5 days)
- Employee referral programme
- Perks at Work
- Above and Beyond awards
- Income protection scheme
- Employee of the Year
- Long Service awards
- Discretionary annual bonus
- Life assurance
- Discounted gym membership
- Flexible working
- Training and exam sponsorship
- Employee assistance programme
- Paid volunteer days
- Social events

**Job Types**: Full-time, Permanent

Pay: Up to £24,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Referral programme

Schedule:

- Monday to Friday

**Experience**:

- Customer service: 1 year (required)

Work Location: Hybrid remote in Chester, CH4 9RF

Reference ID: Customer service advisor

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