Customer Service Specialist

3 weeks ago

Nottingham, United Kingdom Bridge of Hope Full time

** Role**: Customer Service Specialist (Inbound)

**Contract Length**: 12 months

**Payrate**: £12.08 per hour

**Hours**: 37 hours per week - Need commit to a shift pattern between 8.00am - 6:00pm Monday to Friday and 8:00am - 2:00pm on a Saturday - Work 2 in 6 Saturdays

**Start Date**: 02.04.2024

**Working Arrangement**: Hybrid (days TBC)

To work as part of a high performing Customer Operations team energetically and enthusiastically, through direct customer and field agent contact who consistently puts our customers first and builds their trust. You will also be working on the inbound customer team handling inbound customer service calls with some element of task work. Speaking to a wide range of customers, helping and assisting them becoming debt free. Influence and aid reduction of debt at risk by spending sufficient time to investigate, analyse & validate a variety of complex work.

**Responsibilities**
- Responding to all customer contact (whether direct or via our field agents) in a professional and courteous manner (as guided by the Audit Quality Framework).
- Pro-actively seeking to identify the best solutions for each customer, taking into account their Ability to Pay & Fair Payment Outcomes.
- Delivering a service where empathy and building rapport are central, that will delight our customers.
- Using questioning and listening skills to fully understand customer circumstances, including any vulnerability there may be in the household.
- Using system/tools (e.g. Kraken) to ensure effective resolution of customer issues.
- Help reduce the bad debt book through collection and future proofing of debt.
- Recognising dissatisfaction, taking appropriate action to help our customers, following the Handle with Care process.
- Focusing on obtaining and updating accurate data gathered through customer contact.
- Highlighting any issues that impact on our ability to deliver for our customers and helping to create the solutions.
- Willingly sharing best practice with peer group to ensure activities are completed using the most effective methods of working.
- Adhering to compliance, regulatory, health and safety policies.
- Ensuring all my actions and behaviours treat our customers fairly and comply with regulations.

**Experience**
- A passion for delivering an exceptional customer experience.
- Resilient and excited to solve complex problems.
- Good English skills both written and verbal.
- A committed team player
- Ability to think on your feet in a fast-paced environment.
- Confidence in making important decisions.
- Drive to identify and implement change.
- Commitment to provide an outstanding customer journey.

Note: This is a contract role, and employment is on behalf of Rullion.

We can make reasonable adjustments to our interview process according to your needs. And we offer a flexible working environment, so you can adjust your hours to suit your personal circumstances.

At Rullion, we are a forward-thinking recruitment company providing talent consultancy services to a diverse client base, from small start-ups to large household names. We celebrate and support diversity and are dedicated to ensuring equal opportunities for both employees and applicants.

Rullion celebrates and supports diversity and is committed to ensuring equal opportunities for both employees and applicants.

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