call centre advisor
5 the last 96 days, recently 2023-09-07
Responsibility
- then this opportunity could be perfect for you
- this is a fantastic opportunity for a driven and empathetic individual to join a supportive team
- company Overview
Show more +28 - call Centre Advisor Role Overview
- the Customer Service Advisor role is both demanding and rewarding in equal measures
- link Financial Outsourcing are currently recruiting for a Call Centre Advisor to work in our Vulnerable Customer department, on a Full Time, Permanent basis
- liaising with customers in a telephony environment both inbound and outbound
- job Role
- providing specialist support to vulnerable customers in financial difficulties
- in this role you will be supporting customers with the management and payment of their loans
- we are a financial services provider working with many of the UK high street banks, credit card providers, retail and other lenders, we purchase consumer and business loans and are committed to providing a high-quality service to all our clients and customers by help them to pay off their loans
- the Call Centre Advisor role is an extremely important role in our business that will be assisting customers identified as particularly vulnerable or having specialist needs by our front-line telephony teams
- you will be part of our dedicated team talking with our customers on the phone
- this could range from customers with physical and/or mental health conditions, mental capacity issues, the elderly or infirm, terminal illness through to victims of domestic violence or have gone through a sudden life event
- ensuring correspondence in relation to customers is handled and processed correctly
- we are looking for passionate people to join our non-performing loan teams, who work closely with customers to help them make affordable and sustainable loan payments in a fair and ethical way
- in fact, we are one of the leading names in our industry because we have the best people working for us
- we are looking for people that love to work in teams and want to be part of helping our business provide the best service to our customers and clients
- you will be part of a team and will work hard to achieve yours and the department goals
- ensuring that all policies and procedures are strictly adhered to
- this is a fantastic opportunity to join a diverse and inclusive company that can help you develop your career, reward you for hard work and have fun whilst you do it
- about You
- are you passionate about helping people? Do you want to work in a company where you will have full support and training throughout your career? Do you want to come to work and enjoy your day?
- ensuring customers identified as being vulnerable are treated fairly and provided with the additional support they need including signposting to external specialist services where necessary, such as Social Services; Samaritans or free money advice providers where appropriate
- accurately update our systems following each customer interaction using the systems in place
- you will provide the best service to all the customers that you always speak with – ensuring they are treated fairly, they are listened to and every effort is made to reach the right solution for their circumstances
- work Experience and Qualifications
- utilising systems and desktop tools to validate customer information, agree the correct course of action and to maintain trackers that accurately reflect the correct account status
- you will be advising them on how to make payments on their accounts and to support them in finding the best solutions around how to make their payments
- ensuring that customers wishing to make repayments have the mental and financial capacity to do so and that any repayments arranged are affordable and fair
- excellent communication skills with exemplary customer service and empathy skills
Requirements
- customer service experience
- 5 GCSEs at grade C or above or equivalent standard
- previous experience working within a call centre environment
Show more +13 - experience in telephony, data entry and administrative management of customers
- an understanding of TCF principles
- good verbal and written communication skills to speak positively and clearly with customers and colleagues
- excellent communication skills
- we use a few computer systems so being able to use multiple computer systems is key
- good numeracy skills to identify, set up, calculate the best payment plan for customers where relevant
- good numeracy skills
- experience in following procedures or policies
- we welcome applicants with customer service experience from industries such as Contact Centre, Retail or Hospitality backgrounds but we do not insist on prior experience as we give you adequate training when you join as well as ongoing training to help you in your role and to progress your career with us
- problem-solving skills to provide the best solution for the customer and the business
- role Package
- hours of Work
- we just ask that you have a passion for great customer service and have a passion to do a great job
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