Customer Solutions Advisor

3 weeks ago

London, Greater London, United Kingdom Deloitte - Recruitment Full time
About the Position:

We are looking for an exceptional Customer Solutions Advisor to join our Financial Health and Support Team at Deloitte.

As a key member of our team, you will be responsible for handling high volumes of inbound calls, understanding customer circumstances, and creating effective arrears solutions.

Your primary focus will be on providing expert support to customers facing financial difficulties, ensuring they receive the necessary assistance to manage their debt.

Responsibilities:
  • Manage a large volume of calls and engage with customers to understand their situations, complete income and expenditure forms, and develop suitable arrears solutions.
  • Maintain high productivity and quality standards as set by the project.
  • Offer dedicated support to vulnerable customers utilising the TEXAS framework to accurately identify and assist them.
  • Escalate any concerns to the Team Leader.
Essential Requirements:
  • At least 3 months' consecutive experience in collections within Financial Services or 6 months' consecutive experience in Utilities.
  • Proven expertise in high-volume inbound call centres.
  • Demonstrated ability to work with vulnerable customers; knowledge of TEXAS or other vulnerability frameworks is desirable.
Required Skills:
  • Prior experience in collections debt or arrears management.
  • Experience in communicating with vulnerable customers and facilitating referrals.
  • Outstanding telephone etiquette and strong communication skills.
  • Ability to adhere to processes and work in a regulated environment.
  • Genuine enthusiasm for delivering excellent customer service and supporting others.
  • Strong work ethic and resilience, capable of thriving in a fast-paced environment.
  • Proficiency in MS Office applications.
Work Schedule:

Full-time, Monday to Friday (8am-8pm), Saturday (9am-5pm). Standard shift patterns include one Saturday every three weeks and two late shifts per week.

Salary:

The estimated annual salary for this role is £28,958.21.

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