Trace Customer Advisor

4 months ago

Leeds, United Kingdom 1st Locate Uk Ltd Full time

First Locate has been in business as a leading Debt Management business for over two decades. Our mission is simple:

- **“Helping our clients’ efficiently manage their customers by providing high quality investigative and debt recovery specialists who deliver innovative and market-leading services”**_

Our mission is underwritten by our core values. We expect all our existing and potential new employees to live and breathe our values to help contribute to our company success and your own personal success.
- Respect
- Accountability
- Courage
- Resilience

We have three sites. Leeds - Millennium Square fabulous for the bars and restaurants and socialising after work. Our main Leeds site is Colton which is 4 miles to the east of Leeds city centre and is close to the A63 dual carriageway and M1 motorway. Our seaside offices are in the historic town of Scarborough with its beautiful beaches and its castle perched high on the cliffs.

**Why choose First Locate?**

As an “Investor in people” employer, your wellbeing is our top priority. Including perks such as.
- Refer a friend incentive
- Monthly team incentives
- Employee of the month rewards
- Extra mile awards
- Employee contribution pension
- Quarterly bonus scheme - Performance related
- 21 days holiday, which increases with length of service + 8 Bank Holidays
- Simply Health Rewards Package - Cash back on Optical, Dental, Physiotherapy, Prescription charges and much more. This also includes My Wellbeing Service where you can speak to a GP, Counselling Service, discounted Gym Membership and much more.
- Onsite Car Parking

Here at First Locate a Trace Customer Advisor plays the most important and critical role. To be a great Trace Customer Advisor there are certain key factors that are essential.

The role as a Trace Customer Advisor, you will be joining a well-established team of tracers. It will be your job to locate debtors on behalf of our clients. You will use your problem-solving skills daily and each case is unique to keep you on your toes. You will be working in a target-driven environment, so self-motivation and drive is essential to the role.

You will primarily be to provide a first point of contact for all calls coming into the contact centre across our client portfolio, you would be expected to deliver the highest possible standard of customer service while demonstrating a calm, polite and confident telephone manner and adhering to all company procedures. You will be trained to be multi-skilled across the different disciplines involved in dealing with each of the individual company’s customers, you will be responsible for dealing with all inbound calls in accordance with their individual requirements and making our bound calls.

Communication is essential but doing it right means creating a rapport with your customers. Customers want to be treated with respect, and that means your customer service advisor must focus on putting people first. Be comfortable on the phone, ensuring they sound natural speaking to your customer and focusing entirely on them.

Trace Customer service is about investigating using multiple intelligence sources and proactively using your tools to secure a valid resource.

Teamwork in customer service is one of the most important aspects of the job. Your advisor will be on the phone to customers for much of their time, but they will be a part of a team, and they need to be able to work effectively in that team.

**The responsibilities of a Trace Customer Advisor**:

- Answer incoming calls and make outbound
- Management and resolve customer queries
- Provide information to customers
- Research, identify, and find customers using multiple intelligence sources
- Other duties as assigned

**Key skills we are looking for as a Trace Customer Advisor**:
**Communication skills**:
Good communication is the lifeblood of the service industry and it’s important that your communication style reflects professionalism.

**Listening skills**:
Good listening skills will help you understand the main ideas of the person you are communicating with. It also enables you to understand the specifics of a particular situation that you could be dealing with. Good listening skills will also ensure that you provide appropriate answers to customers’ questions and understand the emotional clues that she may drop.

**Problem solving skills**:
You should be committed and have a sincere desire to solve the customers’ problems. Your ability to ask the right kind of questions will be a key factor in providing an effective solution. You also need to prioritise your time and understand a customer’s needs and wants.

**Flexibility**:
You need to adapt to First Locates unique needs and changing circumstances. At times we may ask you to take on additional duties or work different shifts depending on our volumes and customer needs.

**Initiative and proactiveness**:
You need to be proactive and have an inquisitive mind to find go away custom

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