Senior Collections Advisor Role

7 days ago


Cheadle Hulme, Stockport, United Kingdom Together Full time

About Us

Together is a forward-thinking organisation dedicated to protecting the future for generations to come. Our commitment to sustainability is reflected in our approach to customer service, where we strive to provide high-quality support that understands and addresses the unique needs of our customers.

Salary & Benefits

We offer a competitive salary range of £30,000 - £40,000 per annum, depending on experience, as well as a range of benefits including 26 days holiday (increasing with service), plus bank holidays, buy & sell holidays, discretionary annual bonus, matched pension contribution, life assurance, critical illness cover, health cash plan, private medical insurance, free access to company holiday homes, travel season ticket loans, ride to work scheme, free local gym access, and local bar / restaurant discounts.

Job Description

This role involves providing exceptional customer service to customers experiencing financial difficulties or in-life vulnerabilities. You will be responsible for dealing with inbound and outbound enquiries from customers in all stages of arrears, resolving customer enquiries to completion, identifying and attempting to resolve potential customer complaints, and understanding the needs of vulnerable customers and arranging the appropriate type of support.

Key Responsibilities

  • Deal with inbound and outbound telephone calls from customers relating to early and/or late stage arrears on regulated and unregulated accounts.
  • Listen and question to understand the root cause of a customer's financial situation and work with the customer to find their needs.
  • Resolve customer enquiries to completion, aiming for first contact resolution where appropriate.
  • Identify and attempt to resolve potential customer complaints.
  • Understand the needs of vulnerable customers and arrange the appropriate type of support, including signposting to organisations who can help.

Requirements

  • Exceptional customer service and communication skills, with a commitment to minimising customer effort.
  • An excellent understanding of what good customer outcomes look like.
  • An empathetic approach to customers through active listening and effective questioning.
  • Excellent attention to detail.
  • Ability to work under pressure.

Ambition & Inclusion

We're committed to building a team that represents a variety of backgrounds, perspectives, and skills. We celebrate difference, support it, and value our colleagues for who they are. Together Money is an equal opportunity workplace and welcomes applications from diverse candidates.



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