Customer Account Specialist

4 weeks ago

Cheadle, United Kingdom Together Full time

Company Description
**_

**Salary**: Starting from £24,742 per annum, plus performance bonus & benefits_**

**We are Together** -** **Proud to be a Financial Services success story based in South Manchester. Established in 1974, we employ over 700 colleagues.

A specialist lender offering a range of mortgage and secured loan products to individuals and businesses, who are typically underserved by mainstream lenders. We play our part to turn challenges into opportunities which make our customers' financial ambitions accessible.

50 years of successful trading has positioned **Together **as a market leader, thanks to a common-sense approach to lending.

Together is a business that never stands still, providing an exciting place to work for individuals who deliver to a high-standard and embrace change.

We understand that for our business to grow, our people must grow.

To deliver high levels of service so that customers’ needs are met and delivery of appropriate customer outcomes.

Proactive account management through effective communication to establish plausible and sustainable exit management of accounts.

**Job Description**:
**Key Responsibilities**:

- Outbound dialing to customers to present a professional image of the company to deliver positive customer experience throughout the customer journey
- Account Management through effective communication to establish exit management of accounts
- Be clear and transparent in all communication with customers to ensure they understand the current situation in order to demonstrate TCF principles
- Constantly strive to improve the customer experience by challenging existing processes and practices and recommending change where appropriate.
- Manage vulnerable customer cases in order to ensure the most appropriate support is provided
- Identify and accurately record any complaints received from customers and achieve first time resolution
- Responsible for identifying and reporting any incidents of breaches of operational processes and policies
- Effective questioning and communication to understand customers circumstances in order to access the plausibility of exit strategy
- Explore alternative options with customers to ensure accounts are managed to exit in a timely manner

**Essential skills and experience**:

- Experience in a Customer Service environment
- Experience working towards telephone based KPIs
- Excellent communication skills
- Excellent attention to detail
- Strong literacy and numeracy skills
- Flexible approach & ability to adapt to change
- Organisational skills
- Negotiation skills

**Desirable skills and experience**:

- Experience within the Financial Services industry
- Secured Lending experience
- Relationship Management experience

Additional Information
**Benefits working at Together**
- 27 days holiday (increasing with service), plus bank holidays
- Buy & sell holidays
- Discretionary annual bonus
- Matched pension contribution
- Life assurance
- Critical illness cover
- Health cash plan
- Private medical insurance
- Free access to company holiday homes
- Travel season ticket loans
- Ride to work scheme
- Free local gym access
- Local bar / restaurant discounts

Together Money embraces diversity and inclusion, and are proud to be an equal opportunity workplace. Not only do we welcome difference - we celebrate it, support it and really value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds, perspectives and skills.

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