Customer Service Advisor

3 days ago

Chester, United Kingdom Specialist Motor Finance Limited Full time

**MAIN PURPOSE OF ROLE**:
Customer Services is the main point of contact for the SMFL customers. Our Customer Services Advisors deliver an exceptional customer service, both through inbound and outbound call activity.

**KEY RESPONSIBILITIES**:

- Answering inbound customer services calls within agreed service levels.
- Providing exceptional customer service.
- Complete Welcome calls if required.
- Complete discharge documents and process charge releases once an Agreement has been settled.
- Process Subject Access Requests within the regulatory timescales.
- Calculating settlement figure requests.
- Update/amend customer details as and when necessary.
- Complete payment due date changes upon request.
- Convert customer enquiries into potential sale opportunities. Ensure customer complaints are resolved or referred efficiently.
- Despatch statements of account to customers.
- Complete adhoc administration in line with SLA.
- Demonstrate the company Vision and Values.

**DECISION MAKING**
- Transferring customer calls to the appropriate business area e.g. collections, retention team, complaints.
- Escalate customer issues to team seniors and management.

**SPAN OF CONTROL**:
**Staff management responsibilities**:None

**Budgetary responsibilities**:None

**PERFORMANCE MEASURES**
- Monthly targets and objectives set by Department Manager or Team Leader.
- 5% abandoned call rate service level.
- Call monitoring quality control results 97%.

**COMPETENCIES REQUIRED FOR EFFECTIVE PERFORMANCE**

**Knowledge**:

- Knowledge of the SMFL business including the customer journey and all related processes.
- Knowledge of discontinued business products.

**Skills**:

- Ability to address multiple demands without losing focus.
- Excellent telephony skills.
- Excellent communication skills and inter-personal skills.
- The ability to understand and analyse management reports.
- Personal drive and self-motivation.
- To work on own initiative

**Training & Education**
- None

**Special Circumstances**
- **None**

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

**Salary**: £18,000.00-£20,000.00 per year

Schedule:

- Monday to Friday

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