Customer Collections Advisor

**Company Overview**

We are a financial services provider working with many of the UK high street banks and credit card providers - we purchase consumer and business loans and are committed to providing a high-quality service to all our clients and customers and help them take out or pay off their loans. In fact, we are one of the leading names in our industry because we have the best people working for us

We are looking for passionate people to join our non-performing loan teams, who work closely with customers to help them pay their loan payments in a fair and ethical way. We are looking for people that love to work in teams and want to be part of helping our business provide the best service to our customers and clients. This is a fantastic opportunity to join a diverse and inclusive company that can help you develop your career, reward you for hard work and have fun whilst you do it.

**_This is a full-time role (37.5 hours) with only 1 Saturday every 4 weeks._**

**Job Role**

This role will join our non-performing loans team who are considered a “safe pair of hands” in supporting customers with the management and payment of their loans.
- You will be part of our dedicated team talking with our customers on the phone
- You will be advising them on how to make payments on their accounts and to support them in finding the best solutions around how to make their payments.
- You will be part of a team, and will work hard to achieve yours and the department goals
- You will provide the best service to all the customers that you always speak with - ensuring they are treated fairly, they are listened to, and every effort is made to reach the right solution for their circumstances.
- Accurately update our systems following each customer interaction using the systems in place.

**About You**
- **Customer focused** - be passionate about delivering excellent service to customers, listens to their needs, and is focused on providing the best outcome for each customer.
- **Team Player** - works well in a team, creates a positive working atmosphere, and likes to support others when in need.
- **Enthusiastic** - we enjoy working with people that are passionate about what they do
- **Organised** - able to work at a quick pace, accurately and efficiently with the ability to multitask to undertake a variety of tasks
- **Professional** - Confident, clear, and professional telephone manner when speaking with our customers at all times, making sure that each customer you speak with will leave the call knowing the next steps and that they can call us for help, guidance and support at any time.
- **Goal Oriented** - Self-Motivated with a get on and do attitude to get this done quickly and efficiently
- **Attention to detail** - be able to follow policies and procedures and update systems accurately after each call
- **Reliable** - we depend on you to do your best and we expect you to deliver your role to a high standard. In return we will give you the support you need.

**Experience**

We welcome applicants with customer service experience from industries such as Contact Centre, Retail or Hospitality backgrounds but we do not insist on prior experience as we give you a 4-week training programme when you join as well as ongoing training to help you in your role and to progress your career with us. We just ask that you have a passion for great customer service and have a passion to do a great job

We would be looking for the following skills/qualifications:

- Educated to GCSE level (or equivalent) grade C or above in Maths and English (essential)
- Customer service experience _(desirable)_
- Experience in telephony, data entry and administrative management of customers _(desirable)_
- Good verbal and written communication skills to speak positively and clearly with customers and colleagues
- We use a few computer systems so being able to use multiple computer systems is key.
- Good numeracy skills to identify, set up, calculate the best payment plan for customers where relevant
- Experience in following procedures or policies
- Problem-solving skills to provide the best solution for the customer and the business

**Role Package**

Hours of Work: Full time permanent contract working 37.5 hours per week paid monthly and on a shift pattern, you will only be asked to work 1 in 4 Saturday’s 09:00 - 17:00.

We provide a range of benefits that are designed to support our employees across their health, finances, and lifestyle. Some of our benefits are listed below:

- Salary starts at £20,250.00
- 25 days holiday +bank holiday’s + a Birthday Day off
- Discretionary annual performance bonus scheme
- Purchase additional holiday scheme of up to 5 days
- Pension Scheme - 8% total pension contributions
- Employee Assistance Programme for you and your family, including virtual GP service, counselling, get fit programmes and more
- Life assurance (4 x annual salary)
- Season Ticket Travel Loans
- Enhanced Maternity and adoptio