Customer Specialist

3 weeks ago

Leeds, United Kingdom Walker Morris LLP Full time

As a customer specialist you will play a vital role in supporting customers and providing excellent service. You will guide customers through a range of options and offer practical advice that gives them the tools to adjust their finances and take control of their mortgage arrears. You will support the customer to begin making affordable payments again so that their lender doesn’t need to repossess the property.

Our team of customer specialists provide a non-judgmental, caring and compassionate approach, putting the customer first.

What you will be doing as a Customer Specialist:

You will support customers on the phone to support with debt rehabilitation, assessing their affordability for payments by reviewing their income and expenditure and agreeing payment plans.

Case management – take ownership of cases from start to finish Incoming enquiries – manage incoming phone & email correspondence and advice customers throughout their journey Outbound calls – contact customers to offer advice and guidance Administration – ensure call notes and correspondence are accurately updated onto the system Stakeholder management – Liaise with lenders to reach solutions for customer

What we are looking for:

Experience in a customer debt rehabilitation role, assessing affordability and agreeing payment plans Experience with a phone based customer service role and supporting vulnerable customers Excellent communication and interpersonal skills Organised with a strong attention to detail Self-motivated with a high level of enthusiasm

This role is offered on a hybrid basis with a minimum of 40% of your time to be spent working from the office.

Why Join Walker Morris:
 When you’re looking for a job, we know it’s about more than just the role. That’s why we provide the support you need to develop and grow your career. We’ve hybrid and flexible working, so you can make work and life work together for you. Walker Morris is a top 100 commercial law firm where you don’t have to fit a mould, so you can bring your full self to work.

What we offer:

Hybrid working –split your time between our office in Leeds City Centre and remote working, with a home working allowance Annual Leave – minimum of 25 days per year, increasing to 31 days with length of service. Also – buy/sell holidays up to 5 days per year Bonus Scheme – our annual bonus scheme recognises outstanding contributions to the firm and our ambitions. All colleagues are eligible subject to meeting the criteria of the scheme. Pension – saving for retirement? Let us do the hard work for you. We auto-enrol all eligible colleagues into a workplace pension and we contribute a minimum of 5% of annual salary Life Assurance – 4x your annual salary in the event of a death in service

At Walker Morris we are working to be an inclusive employer, and we encourage people from all backgrounds, ways of thinking and working to apply. We particularly welcome applications from Disabled, Black, Asian and Minority Ethnic as well as LGBTQ+ and non-binary candidates. Each individual brings their own unique capabilities, experiences and characteristics to their work, so you don’t have to meet all the requirements listed to apply for this role.

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