As an Expert Centre Specialist, you will be responsible for providing advice and guidance to our outsourced partner to resolve complex customer queries. This will include guiding the outsourced partners on a range of issues with customer resolution at the forefront, covering multiple products including Telecoms, Water, Gas and Electric. What we want you to do During support calls, guide and educate our outsourced partners on providing great conversations to our customer with a focus on cross sell, promotion of self-serve (including digital), additional products and cash collection. When required, act as an escalation point to resolve customer complaints in a passionate manner, reaching a fair and amicable resolution that balances customer expectations against commercial interests. When required, liaise with customers by phone, email, letter and SMS, aiming to resolve quickly and efficiently. Act as the subject matter expert of our services, products and processes. Guide and educating our outsourced partners to deal with customers in financial difficulty, sign posting them to the correct support to resolve the debt situation, agreeing a payment or payment plan and re-setting direct debits to avoid future debts. Ensure all company processes, policies and procedures are always adhered to including regulatory aspects. Complete all reports, system and CRM updates in a timely and accurate manner, exceeding expectations in quality. Mentor other team members, improving their individual and collective capabilities and ensuring cross training across the team Working collaboratively with the Customer Care Management Team identifying opportunities to improve process and training material that would improve customer and colleague experience to aid continuous improvement. Provide clear feedback in a constructive manner to aid continuous improvement and innovative ways of working. Support the Expert Centre Team Manager in implementing and embedding the delivery of changes in customer conversations, use of self-serve products and promotion of digital products through the support conversations with outsourced partners. Contribute to an environment which supports a highly engaged team, and a people culture focussed on improving individual and collective capabilities and making the Expert Centre a great place to be. What success in the role looks like Achieve all monthly productivity and performance targets in a consistent manner. Operate within our quality guidelines, behaviours, and values at all times. Receive positive feed from outsourced partners and internal teams. Known for being straightforward and united by our colleagues within Clear Business. What you need to have already done to be right for this role Previous experience in a B2B customer role where exceptional customer experience has been provided. An in-depth understanding of B2B customer care processes and the regulatory requirements impacting B2B organisations. An in-depth understanding of the effective use of Customer CRM, and/or Lead Management systems. Previous experience of working with and supporting outsourced partners. Excellent written and verbal communications skills, with an ability to adapt communication styles to individual customers. High level of attention to detail and organisation, with a sense of ownership, pride and responsibility for the accuracy of your own work. A professional, friendly and helpful demeanour, with the desire to create great working relationships with both colleagues and customers. Ability to work on own and part of a team remaining calm under pressure is a fast-paced environment. Our Story Clear Business was established with the goal of simplifying our customers' lives and making our colleagues' experiences more rewarding. As one of the top providers for small businesses in the UK, we offer a truly distinctive service by providing all essential services in one place: Phone, Broadband, Mobile, Water, Gas, Green Electricity, Payment Services, and Insurance. For more than two decades, our growth journey has been marked by various accolades, such as Investors in People, The Northern Contact Centre Awards 2023, and Learning at Work Week Awards 2023. Our latest achievement was receiving the 'One to Watch' award from Best Companies. Why Choose Clear Business? At Clear Business, we don’t just do jobs, we do careers. We’ve got ambitious growth plans, and our people will grow with us. So, we’ll give you everything you need to develop and succeed. That means things like flexible working, a totally transparent rewards structure, a diverse and inclusive workplace, and the control to drive your own career and shape your own opportunities. Clear Business is a great place to work, made better by you. In return for your hard work, you’ll get It takes all kinds of people to make Clear Business the success that we are, and we’ve got a range of benefits to make sure everyone is happy. Pension contributions and life assurance coverage. Generous discounts at numerous high street and online retailers. 25 days of annual leave, increasing to 28 days based on tenure. Enjoy your birthday off every year. Ability to purchase up to 10 additional holidays and sell up to 5 days per year. Cycle to work and travel loans for people wanting a greener commute. Comprehensive well-being support, including round-the-clock access to a GP, mental health assistance, fitness programs, and complimentary legal and financial advice. The important extras Hybrid working model: the choice to work remotely for three days. Engage in charity fundraising and volunteering activities as part of our giving back initiative. Enjoy fantastic on-site amenities including a complimentary gym, free parking, a subsidized café, and an on-site bar for post-work drinks, quiz nights, and social gatherings. Full time/Permanent contract of 37.5 hours per week. No weekends and every bank holiday off. What happens next If you’re looking for a new challenge with great benefits at an award-winning company, then Clear Business is the place for you. To be part of our continued success click ‘ Apply ’ today to take the next step in your career. Across Clear Business, we’re passionate about creating an inclusive team and celebrating our diversity. We want talented people with great skills and matching values to join our teams. All successful candidates will be subject to pre-employment checks. LI-JC1 We are one of the UK’s leading providers of essential services to small businesses. We supply a wide range of essential services – Fixed Lines, Broadband, Mobile, Water, Gas, Green Electricity and Insurance through our sister company The Insurance Octopus. Our goal is to simplify essential services for our customers by offering the widest range of products on the market. Not only have we experienced continued growth and strong financial performance as a result, we have been recognised by the following awards: The Lloyds Bank National Business Awards 2019 Greater Manchester Business Awards 2019 Lanarkshire Business Excellence Awards 2019 Email: JobsClearbusiness.co.uk