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: Deal with inbound and outbound telephone calls from customers relating to early and/or late stage arrears on regulated and unregulated accounts 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 Resolve customer enquiries to completion, aiming for first contact resolution where appropriate to reach good customer outcomes Identify and attempt to resolve potential customer complaints and escalate where appropriate Understand the needs of vulnerable customers and arrange the appropriate type of support, including signposting to organisations who can help