Customer Service Advisor

5 months ago

Manchester, United Kingdom Oodle Finance Full time

**Customer Service Advisor** - **Hybrid Working - Manchester**

**Salary - £21,000 - £25,000 Depending on experience plus bonus**

**Hours - 37.5 hours per week, Monday to Friday 9am to 5.30pm & 1 hour for lunch**

**Hybrid working - 3 days in the office, 2 at home**

**What are our Perks & Benefits?**
- Performance bonus (% dependent upon department)
- Pension & Vitality Private Healthcare
- Enhanced Maternity Pay and Shared Parental Leave
- Menopause Support (paid leave)
- Life Insurance (4xSalary)
- Care First Confidential 24/7 mental health support
- 25 days holiday (plus bank holidays)
- Continuous personal development through our Oodle Academy
- Caboodle - Online shopping Discounts
- Talent Referral Bonus Scheme
- Cycle to work scheme
- Paid volunteering day

**What you can expect**

You will be part of a lively and engaging team of Customer Service Advisors who really do put the customer at the heart of everything they do. You are in most cases the first point of contact for our customers for a variety of reasons. We are striving for first call resolution and in doing this we operate a multichannel fast paced environment and provide a positive and friendly service to our customers. We take pride in our attention to detail and treat our customers respectfully - it's all about finding the right outcome for our customers needs.

**The Role**

Our customers contact us for a variety of reason, some of which are:

- Change personal or vehicle details. Updating customer records
- Answering general customer queries and providing account updates
- Dealing with Insurance companies either by phone or written correspondence, updating ongoing insurance claims, issues, and responses
- Speaking with customers who at risk of falling into arrears or who are at early-stage arrears and finding suitable and affordable solutions
- Offering customers updates to ongoing complaint issues or recording new complaints for our complaints handlers to deal with
- Dealing with customers and their insurance claim progress
- From time to time you may be asked to provide additional support across the rest of the Customer management side of Oodle
- Liaise with multiple stakeholders across the business
- Flag / Escalate key risks and or compliance issues should they occur

**Must haves for the role**
- Supportive and friendly customer centric attitude, dedication to the customer outcome
- Great verbal and written communication skills
- Prior telephone-based customer service experience
- Experience of using Microsoft; Teams, Word and Excel
- Demonstrable literacy and numerical skills, plus adequate typing speed
- Outstanding attention to detail and excellent organisational skills
- A great team player with a positive attitude
- Ability to effectively deal with difficult and complex telephone conversations whilst remaining calm
- Someone who thinks outside the box and is excited to share their great new ideas
- A multitasker who can effectively communicate with our customers whilst navigating a CRM system

**Nice to have**
- Experience of dealing with customers falling into or in early-stage arrears is advantageous but not essential.
- Experience of dealing with multi-channel communications such as web, 2 ways SMS, live chat
- Car Finance knowledge is highly desirable, but we will provide dedicated and industry specific training.
- Experience in dealing with Vulnerable Customers

Oodle staff love to have a fun time, enjoy each other's company socially and learn new skills. We also value work-life balance, our global environment, and our families. That's why we run with flexible hours and hybrid working, enjoy paid time off volunteering with our nominated charity and benefit from continuous training and development from our internal L&D Academy.

**About Oodle**

To find out more go to our website and LinkedIn in page

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