Customer Service Representative

4 weeks ago


Cheadle Hulme, Stockport, United Kingdom Together Full time
Job Summary

We are seeking a skilled Customer Service Advisor to join our Operations Collection Team. As a key member of our team, you will be responsible for providing exceptional customer service to customers in financial difficulties or experiencing in-life vulnerabilities.

Your primary objective will be to understand the root cause of a customer's financial situation and work with them to find the right solution for their needs. You will be required to deal with inbound and outbound telephone calls, resolve customer enquiries to completion, and identify and attempt to resolve potential customer complaints.

In addition to your technical skills, you will need to possess excellent communication and interpersonal skills, with a commitment to minimising customer effort. You will also need to be a team player who works collaboratively and flexibly within your own team and the wider operation to achieve business goals.

Key Responsibilities
  • Deal with inbound and outbound telephone calls from customers relating to early and/or late stage arrears on regulated and unregulated accounts
  • Through effective listening and questioning, understand the root cause of a customer's financial situation and work with the customer to find the right solution for their needs
  • Resolve customer enquiries to completion, aiming for first contact resolution where appropriate to reach good customer outcomes
  • Identify and attempt to resolve potential customer complaints and escalate where appropriate
  • 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 a good customer outcome looks like
  • An empathetic approach to customers through active listening and effective questioning, coupled with a keen sense of business objectives
  • A team player who works collaboratively and flexibly within their own team and the wider operation to achieve business goals


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