Collections Advisor - Sale, United Kingdom - Verastar
Description
As a collections advisor you will successfully collect overdue balances from our customers at an early stage and reinstate the customers' payment methods to Direct Debit.
What you'll be doing
- You will support customers with account queries by taking inbound calls, whilst adhering to call service level agreements.
- You will also actively contact customers with overdue balances, through the automated outbound dialer.
- You will be responsible for successfully resolving complaints & dissatisfactions in line with our processes.
- You'll be able to show empathy to customers in financial difficulty sign posting them to the correct support and ensuring good customer outcomes are reached to resolve the debt situation.
- Ensure your own activity complies with all regulatory standards, GDPR and quality policies.
Your role will also involve:
- You will be able to achieve a minimum of £10k per month on card payments
- You will have a 97% answer rate, reducing the number of abandoned calls
- Achieve a minimum of 40 Direct Debit resets per month with above 60% successful
We're looking for people that have
- Excellent written and verbal communications skills.
- High level of attention to detail and organisation, with a sense of ownership, pride and responsibility for the accuracy of your own work.
- The drive, curiosity and determination to resolve customer issues making it easy for our customers to deal with us.
- A genuine interest in your own development and learning needs, with the energy and desire to act on them to improve your performance.
- Have professional, friendly and helpful attitude, with the desire to create great working relationships with both colleagues and customers.
Experience
- Previous experience in a collection's role, preferred but not essential.
- Experience of working in a contact centre environment.
- Strong communication skills written and verbal.
- A basic level of computer literacy.
Qualifications and other requirements
- Knowledge of the Telecoms/energy sector
- IT literate.
- Strong mathematical skills.
In return for your hard work, you'll get
- 25 days holiday with the option to buy and sell more
- Discounts at 100s of high street and online stores
- Free Life Assurance, Cycle to work and travel loans for people wanting a greener commute
- Wellbeing support including 24/7 access to a GP, mental health support, get fit programmes and free legal and financial guidance
The important extras
- Amazing onsite facilities, such as free onsite gym, free parking, subsidised café and to top it off an onsite subsided bar for afterwork drinks, quiz nights and social events
- Hybrid working option to work two days from home if you choose
- Access to our awardwinning training and development programmes
- Opportunities to get involved in charity fundraising and volunteering days through our giving back movement
We're only a stone's throw away from the M60 and just a short 5-minute walk from the Airport Metro Link line and Sale Town Centre.
We also have plenty of free on-site car parking as well as a bike locker if you choose to cycle in.
Salary:
£20,000.00 per year
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