Customer Care Coordinator

2 weeks ago

Morley, United Kingdom Greenbean Full time

Do you have exceptional listening skills? If you are driven and motivated to reach the right solution for your customers, this could be the role for you

As part of our innovative Customer Care Team, you would be responsible for discussions over the phone with customers who are experiencing financial difficulties and or a vulnerability.

Based at our contact centre in Morley, you will report to one of our dedicated Team Managers. This is to respond to and offer solutions to our most vulnerable customers.

It is pivotal that we drive a supportive, empathetic, and fair outcome for our customers and this role will demand a passion for excellent customer experience and a desire to improve how customers flow through our collections journey.

**Key Accountabilities**
- Engaging with customers in a multi-channel contact centre environment through phone (inbound and outbound), web portals and correspondence from time to time
- Handle all customers sensitively and empathically
- Managing a wide range of customer circumstances including financial difficulties and vulnerability which may be both sensitive and complex in nature.
- Agreeing repayment plans within agreed policy, mandates and regulatory requirements ensuring cases that fall outside of process are escalated with appropriate recommendations based on judgement and experience.
- Review customer circumstances through assessment of income and expenditure and personal circumstances ensuring plans reflect customers affordability providing realistic outcomes.
- Adherence to all internal policies, quality standards, compliance, and regulatory requirements.
- Strive and deliver on set Key Performance Indicators and Quality Standards 2 Unrestricted - Public

**Additional Responsibilities**
- Undertake and participate in trials and projects as and when required, as directed by Manager
- Support other functions as and when necessary
- Work collaboratively with internal and external associates

**Essential**
- Excellent communication skills
- Good p.c.skills (word/excel)
- Demonstrates flexibility and enthusiasm in a changeable environment
- Empathetic
- Good listener
- A genuine motivation to understand and help others

**Desirable**
- Collections & recoveries experience
- Newday product knowledge
- Specialist collections team

We are an equal opportunity employer and value diversity at our company.

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