Customer Service Advisor

2 months ago

Birmingham, United Kingdom Yoke for CWS (AMS) Full time

Join us as a Customer Service & Operations Analyst in our Financial Health & Support team
- We’ll look to you to deliver successful outcomes for your customers who are experiencing financial difficulties by investigating their queries and understanding their needs
- You’ll be liaising with customers and businesses over the telephone to accurately collect information to solve their queries
- You’ll be able to showcase your knowledge and enthusiasm as you deal with a variety of different customers on a daily basis
- Once you’ve completion your induction period and shown competence in the role you’ll have the opportunity to work from home, you’ll need to commit to a minimum of 2/3 days a month in the office, so you can connect and learn with your colleagues

What you need to know:

- We’re here for our customers, whatever the time of day, so you’ll need to be flexible and commit to working an agreed work pattern.
- You’ll work 35 hours per week between Monday - Friday, 8am - 8pm and Saturday 8am - 5pm, you’ll work a maximum of 1 in every 3 Saturdays. We’ll discuss your working pattern in more detail during the interview.
- You'll need to commit to a comprehensive 12 week **in-house** training programme, following which the job will be based working from home. You will need to work at your local centre 2/3 days per month so you can connect and learn with colleagues. Full kit will be provided.

What you'll do

As a Customer Service & Operations Analyst, you’ll be having in-depth conversations with customers, dealing with calls promptly and tactfully within our SLAs. We’re looking for someone with strong interpersonal skills to listen to our customers, develop relationships with them and maintain an understanding of their needs at all times.

Your day-to-day will include:

- Having great conversations with customers, helping them find a suitable solution to their financial situation and delivering good outcomes at all times
- Gathering relevant information from multiple systems to shape and inform decisions that support customers in financial difficulties
- Displaying compassion and understanding towards customers in vulnerable situations
- Setting up repayment plans and working with other specialist teams to support the customer
- Reviewing processes which could be automated or enhanced to improve the customer and business experience

The skills you'll need

To excel in this role, you’ll have strong customer service abilities along with stated experience and evidence of delivering excellent communication skills. You’ll work well in a fast-paced environment and the ability to deliver to deadlines.

You’ll also demonstrate:

- Good organisational skills
- Excellent written and verbal communication skills
- The ability to interpret information and provide analysis and solutions to support continuous improvement
- Working with policies and adhering to regulations

**Job Types**: Full-time, Temp to perm

**Salary**: £12.86-£14.29 per hour

Expected hours: 35 per week

Schedule:

- Day shift
- Weekend availability

**Experience**:

- Telephony: 1 year (required)

Ability to Commute:

- Birmingham (required)

Work Location: In person

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