Customer Support Advisor

2 weeks ago


Redhill, United Kingdom Reed Business Support Full time

Our client is a fantastic organisation within the Financial space. They are currently looking for Financial Support Advisors for their customers who are in financial difficulty, you will be more than just a friendly voice to answer their questions; you willbe an attentive listener and problem solver too. This role is extremely rewarding as you are able to assist a customers with a simple query or be required to handle a more complex situation to help find a suitable solution to support their financial difficulties,whilst protecting their information through our GDPR and data protection guidelines. This is a varied and interactive role where no two days are the same.

You will be joining a supportive team of advisors and are guided, trained, and developed by a dedicated team leader.

**What the Customer Support Advisor will be doing**:

- Receiving incoming calls and making outbound calls to customers in arrears via our automated & manual dialling system.
- Offering customers appropriate financial signposting, providing suitable and appropriate options, and guidance on their finance agreement
- Negotiating affordable payment plans with customers, ensuring the best customer outcomes as defined by CONC, whilst adhering to pre-defined and prescriptive mandates.
- Complying with prescribed regulatory and company policies at all times.
- Handling each call in a professional telephone manner and having the ability to show empathy and sympathy as required.
- Using negotiation and persuasion skills to gain customer commitment.
- Taking ownership of queries and complaints.
- Updating system records accordingly ensuring data is accurate and factual.
- Administering and maintaining customer agreements
- Identifying and reporting on vulnerability escalating to Champions as dictated by individual circumstances
- Dealing with or escalating any identified risks in relation to risk policies and/or legislative and regulatory guidelines in accordance with the group risk framework
- Protecting and enhancing customer and company interests
- Being aware of latest legislation and enforcement developments in order to offer best advice to assist customer decision making process

**The Customer Support Advisor would likely have**:

- GCSE or equivalent in Maths and English at grades A-C
- Strong interpersonal skills and an excellent telephone manner
- Ability to work well under pressure and to tight deadlines
- Highly organised and possess strong planning skills
- Previous call centre or call handling experience **is desirable



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