Company Description
We’re Together – the market leading property finance experts with an entrepreneurial spirit. Based in Cheadle, South Manchester, we’ve been established since in 1974 and have built a team of over 750 colleagues, who are passionate about supporting individuals and businesses achieve their property ambitions by making finance work for them.
We pride ourselves on our common-sense approach to lending and offer a range of mortgage and secured loan products to individuals and businesses who are typically underserved by mainstream lenders. Our customers are central to everything we do and we work hard to support them to turn challenges into opportunities which make our customers' property ambitions a reality.
We’re looking for great people from all backgrounds and experiences who love working together and putting our customers at the heart of everything we do – and that starts with our brilliantly different team of people.
Job Description
As a Customer Service Advisor, you will work as part of our Operations Collection Team. We are a customer facing telephony team consisting of Collections, Recoveries and Customer Support. We’re focussed on providing high quality support to regulated and unregulated customers. Our aim is to understand a customer’s circumstances and offer the appropriate sustainable support for customers in financial difficulties or who are experiencing in-life vulnerabilities. We achieve this through exceptional customer service, exercising common sense and treating customers with compassion.
As a Customer Service Advisor, we are looking for someone to:
1. Deal with inbound and outbound telephone calls from customers relating to early and/or late stage arrears on regulated and unregulated accounts
2. Through effective listening and questioning, understand the root cause of a customer’s financial situation and work with the customer to find the right solution for their needs
3. Resolve customer enquiries to completion, aiming for first contact resolution where appropriate to reach good customer outcomes
4. Identify and attempt to resolve potential customer complaints and escalate where appropriate
5. Understand the needs of vulnerable customers and arrange the appropriate type of support, including signposting to organisations who can help
Qualifications
Essential
6. Exceptional customer service and communication skills, with a commitment to minimising customer effort
7. An excellent understanding of what a good customer outcome looks like
8. An empathetic approach to customers through active listening and effective questioning, coupled with a keen sense of business objectives
9. A team player who works collaboratively and flexibly within their own team and the wider operation to achieve business goals
Additional Information
Benefits working at Together
10. 26 days holiday, and a day off for your birthday (increasing with service to 30 days), plus bank holidays
11. Buy & sell holidays
12. Discretionary annual bonus
13. Matched pension contribution
14. Life assurance
15. Critical illness cover
16. Health cash plan
17. Private medical insurance
18. Free access to company holiday homes
19. Travel season ticket loans
20. Ride to work scheme
21. Free local gym access
22. Local bar / restaurant discounts
Together Money embraces diversity and inclusion, and are proud to be an equal opportunity workplace. Not only do we welcome difference – we celebrate it, support it and really value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds, perspectives and skills.
We care that you have a great experience with us at Together, if you need us to make any reasonable adjustments to make your experience easier, please let us know and we’ll do all we can.
Please note that all successful applicants will undergo relevant employment reference, financial and criminal record checks.