Remote Customer Service Representative

**Role overview**

We are currently looking for Customer Service Representatives to work with our clients’ customers and/or their appointed third party representatives to ensure a positive and supportive customer experience is provided throughout their duration with NCO Europe. The principle reason for our activity is to secure affordable repayment of often multiple overdue accounts or to provide information on where customers can receive free financial advice should they require it. This is very much a customer service role with our account representatives expected to demonstrate high levels of empathy, active listening and patience as often these customers are experiencing hardship, financial difficulty or vulnerability.

**About us**

NCO Europe is a leading Financial and Customer Care outsourcing partner. We have trained multi-lingual staff using cutting-edge technologies to ensure our customers receive the best possible outcome.

We offer our clients bespoke outsourcing services tailored to their specific geographical, regulatory, and customer service requirements.

Our Offices are based in the heart of Preston City Centre close to all transport links and once you are competent in your role you will qualify for Hybrid Working.

**What you will be doing**
- Interacting with third party Debt Management Companies who are representing our clients’ customers to record a sustainable, affordable repayment plan based on a standardised income and expenditure framework
- Identifying potential vulnerable customers using strong customer service skills and asking the right questions
- Represents the best interests of the company and its clients at all times through the provision of outstanding levels of customer service
- Ensuring exceptional call quality levels are continually met
- Ensuring that the customer receives the right outcome every time
- Accurately updating the system with notes that reflect the conversation and ensuring that we provide a seamless customer journey

**What we are looking for**

The below skills will be an advantage but full training will be provided to provide you with the skills and knowledge you need to be successful.
- Good communication skills written & verbal.
- Quick thinking to adapt to individual circumstances & offer the best outcome for the customer
- Good attention to detail and be able to follow processes
- Able to demonstrate active listening and empathy
- An “own it” mentality who will strive on every call to provide the customer with the appropriate outcome.

**What we offer**

Here at NCO Europe, we offer many exciting benefits:

- We offer fully flexible working. (Fully Home Based, Fully Office Based, or a mixture of both).
- £18,525 - £19,500 plus monthly bonus opportunity up to £250 per month
- Flexible working (This means you can work from home or in the Office if you prefer
- Various Shift patterns.
- Job security - our contracts are permanent
- Exciting additional performance incentives
- Membership to PerkBox for ALL employees to gain access to nationwide benefits such as discounts at restaurants, supermarkets, health clubs, online retail outlets, and much more
- 28 days paid holiday per year (including Bank Holidays) with an additional day’s holiday for each completed year of employment
- Superb progression opportunities throughout the company
- Subsidised bus passes
- Volunteer opportunities
- Apprenticeship opportunities
- Training & Development
- Employee Awards
- Employee Assistance Programme

**Next steps**

Good Luck

**Disclaimer**

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties required of employees assigned to this job

**Job Types**: Full-time, Permanent

**Salary**: £18,525.00-£19,500.00 per year

**Job Types**: Full-time, Permanent

**Salary**: £18,525.00-£19,500.00 per year

**Benefits**:

- Casual dress
- Company events
- Employee discount
- Free or subsidised travel
- Free parking
- On-site parking
- Referral programme
- Sick pay
- Work from home

Schedule:

- 8 hour shift
- Overtime
- Weekend availability

Supplemental pay types:

- Bonus scheme
- Performance bonus

COVID-19 considerations:
COVID-19 considerations:
Our Housekeeping Team are onsite all day cleaning all high touch surfaces
Our desks are spaced
COVID Risk Assessment available on

Reference ID: AX Fin Diff