Customer Service Advisor

2 weeks ago

Manchester, United Kingdom Sherborne Talent Solutions Full time

The opportunity is working for one of the UK’s largest, most trusted, financial solution companies who are completely independent and not linked to any creditors, so the priority is to their customers. They have built a number of great working relationships with many creditors which allow them to provide the best advice and solutions for most debt circumstances.

**Responsibilities**:

- Manage all inbound calls, taking the action to service and resolve the customer’s enquiry or transferring the customer to the most appropriate team
- Manage and respond to all written communications received from Debt
- Management
- Manage all new customers accounts within the first 3 months of setting up their Debt Management plan by communicating with both the customer and creditor.
- Complete any follow up tasks to both the customer and creditors in order to resolve any actions and manage the debts on plan
- Secure ongoing payment instructions to assist the customer’s in maintaining the agreed repayment plan
- Ensure that clear and accurate notes are detailed on the system and are in line with business process requirements and the Data Protection Act
- Make sure the customer is kept fully informed of any potential effects their action may have on the relationship with their creditors

**Performance Management**:

- Manage all calls within the requirements of the businesses call quality frame work and call scripts
- Appropriate questioning and resolving issues at their root cause whilst remaining focused and driven to assist a customer
- Achieve set objectives as agreed with the team leader for individual development
- Achieve individual, team and departmental targets for core and ancillary products / services including phone based, quality and accuracy based KPI’s
- Ensure full completion of all mandatory training and refresher modules throughout the year
- Contribute to the overall performance of the Client Service department and support the managers as and when required
- Demonstrate exceptional telephony skills, particularly the ability to empathise with the customers situation, ensuring that each customer receives an excellent standard of service

**Required skills**:

- Understands the importance of customer focus
- Driven in order to deliver against the needs of the business
- Ability to work effectively within a team
- Able to effectively communicate with both internal and external customers
- Wants to progress and develop themselves within their role
- Customer service experience
- High standard of organisational skills with the ability to plan and prioritise
- Strong performer when delivering against a set of targets
- Excellent written and verbal communication skills
- Prides self on quality and is motivated by performance of results
- Have a flexible approach to daily task requirements, dependent upon the demands of the business

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

**Salary**: £21,000.00-£25,000.00 per year

Schedule:

- 8 hour shift

Work Location: One location

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