Customer Advisor

5 months ago

StratforduponAvon, United Kingdom Made Employment Ltd Full time

**Customer Account Manager**

**Benefits**:

- Monday to Friday working - we cover hours of 8am to 5pm but we can be flexible on this.
- Standard 7.5-hour (OR Optional 8 hour) shift; across hours between 8am and 5pm meaning no weekend working No late shifts
- 28 days holiday (including Bank holidays).
- Additional 1 days' annual leave for each year worked (up to 33 days in total).
- Christmas 'shut down' - usually from 24th December - 2nd January.
- Work from home up to 3 days per week once fully trained and working to company set standards.
- A 'Love to Shop' voucher on your Birthday every year.
- Free on-site parking when office based.
- All IT equipment provided and the tools to do the job.
- Regular training, coaching and career development planning.
- Private pension contributions.
- Employee Assistance Scheme giving private and confidential access to free counselling, and mental health and well-being services.
- Annual salary review.
- Annual profit-related bonus.

As a Customer Account Manager, you are responsible for the daily management of accounts. Working with Customers who are primarily in arrears you will help by ensuring their account is resolved by agreeing and negotiating repayments that are affordable and sustainable to the Customer. The management of these accounts is performed by way of telephony or written communication with the aim to ensure the relevant account is resolved in a timely and efficient manner, with the best possible outcome achieved for all concerned. This must be done by understanding the customer's individual situation, showing empathy and respect, and providing fair outcomes and positive experiences all times. Our work is closely monitored and highly regulated so it is necessary to ensure all processes are followed carefully and correctly, and that company records (including paperwork) are updated fully and accurately.

**Responsibilities**
- Receive inbound calls from Customer’s to discuss and resolve their account.
- Make outbound calls to Customers, based on arrears owed to Utility company, to resolve the account.
- Collecting payments and/or setting up payment arrangements with a high standard of customer service at all times.
- Negotiate payment and/or payment solutions for individual customers in line with customer needs and company processes.
- Remaining empathic, calm and acting in a professional, respectful and ethical manner, and have the confidence to deal with a range of different customers and make appropriate recovery decisions based on the current circumstances of each case.
- Obtaining relevant information to record should resolution not be possible.
- As and when necessary ‘signpost’ Customers to the relevant debt advisory organisations in line with vulnerability requirements.
- Updating account information, on both client and our own systems, ensuring the information is clear, accurate and professionally noted.
- Dealing with, and suitably responding to, written communications from Customers.
- Liaise with Clients as needed to resolve individual accounts correctly.
- Ensuring any dissatisfaction or complaint from a Customer is registered, and the appropriate process followed so the matter can be correctly handled.
- Highlight and fully record any vulnerability found when dealing with an account.
- Highlight and fully record any safety issue or concern found when dealing with an account.
- Pro-actively look to improve a process or a ‘Customer journey’ through feedback to your management team.
- Offering assistance and support to Agents when completing their visits.
- Updating payment reports received from our finance team to ensure the account information remains accurate at all times.
- Aim to achieve all performance and quality targets.
- Adhere to all industry, company and client guidelines when handling accounts.
- Pro-actively look towards continual improvement or build a process when required.
- Attend, and have input, into meetings as required.
- To comply with the company’s Quality Policy by following all QMS procedures and related work instructions.
- To co-operate in the operation of the company’s health, safety and environmental management systems.
- Take reasonable steps to ensure the safety and security of data and be aware of information security responsibilities in order to preserve data securely.
- To comply with all legal, regulatory and statutory requirements.
- To ensure the fair treatment of customers is central to all behaviour and activity.

**Skills & Attributes**
- Excellent interpersonal skills and ability to communicate effectively with a wide range of people, both orally and written.
- Previous experience in debt negotiation/collection, customer service and conflict resolution is desirable however not essential.
- Confident in dealing with customers over the telephone - including in difficult situations.
- A positive and results orientated approach working in a team environment.
- Target driven and capability t

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