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 focused on providing high-quality support to regulated and unregulated customers. Our aim is to understand a customer's circumstances and offer 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.
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.
Qualifications
Essential
* Exceptional customer service and communication skills, with a commitment to minimising customer effort.
* An excellent understanding of what a good customer outcome looks like.
* An empathetic approach to customers through active listening and effective questioning, coupled with a keen sense of business objectives.
* A team player who works collaboratively and flexibly within their own team and the wider operation to achieve business goals.
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