Customer Team Support Coordinator

Our global client is seeking an experienced Customer Team Support Coordinator to join their team for six months.

The successful candidate will be an important member of the Customer Department, responsible for delivering efficient administrative support to both the Customer Team and customers throughout the agreement lifecycle.

This role is essential in providing a seamless customer experience while ensuring compliance with all regulatory requirements.

You will work collaboratively with various business functions, maintaining clear communication and coordination across teams. Reporting to the External Partner Section Manager, you will also engage with senior management and other key areas to align with departmental and organisational goals.

Key responsibilities include working on complex cases, managing voluntary and hostile vehicle collections, deceased estates, and vulnerable cases. Collaboration with internal and external stakeholders is essential to maintaining accuracy and ensuring the right customer outcome.

Additionally, you will oversee regular reporting to support decision-making and meet regulatory requirements. Tasks include preparing performance reports, ensuring data accuracy, analysing trends, and providing insight for the business.

This role is subject to satisfactory references to include a DBS Check and Financial Check.

Main Responsibilities:

General Administration

* Manage written correspondence requirements for the department, including the management of email inboxes and responding to customers.

* Banking and invoice management.

* Raise incidents within the ticket management system and attend meetings with external parties to provide insight into the tickets raised.

* Update all department procedures and supporting documentation by seeking to improve processes.

* Administer proof of debts for IVA/Trust Deed referrals.

* Make internal referrals on fraud-related incidents.

* Creation of legal packs and statement of accounts, and ensuring legal instructions are sent/received within agreed Service Levels.

* Assist in any projects and system upgrades when required.

* Proactively seek to improve processes and procedures within the department.

* Recognise and support any vulnerable customers.

* Assisting with credit amendments to customer accounts with Credit Reference Agencies.

* Produce management information to support the management of the Department and inform senior managers.

Qualifications, skills, and experience:

Required

* Proven organisational skills, with the ability to prioritise, multitask and meet deadlines, which can come with an element of working under pressure.

* Experience in preparing and analysing reporting data.

* Quality conscious with an eye for detail.

* Confident in communicating with internal and external customers at all levels via telephone and email.

* A customer-focused mindset with the ability to build rapport and maintain professionalism.

Desirable

* Motor Finance experience would be an advantage.

* Familiarity with Financial Conduct Authority (FCA) regulations and treating customers fairly (TCF) principles.

* Experience in handling customer accounts, including arrears management and debt recovery processes.

* Background in managing sensitive customer data, involving but not limited to, vulnerable customers or deceased estates.

Our client promotes inclusion in their various policies, so although there is no contractual right to work from home, the flexibility they offer allows you to request working from home 2 days per week, provided there are no business requirements to attend the office.

The working hours are 35 hours, 8:00 a.m. to 4:00 p.m. or 9:00 a.m. to 5:00 p.m., Monday to Friday. There is the option to take a 30-minute lunch over 4 days, so that the fifth day will be a 1 pm or 2 pm finish.

This early finish will vary to ensure good resource coverage within the team.

Interested? Please apply