Customer Service Advisor - Redhill, United Kingdom - Reed Business Support
Description
Our client is a fantastic organisation within the financial space.They are currently looking for
Financial Support Advisors for their customers who are in financial difficulty, you will be more than just a friendly voice to answer theirquestions; you will be an attentive listener and problem solver too.
This role is extremely rewarding as you can assist a customer with a simple query or be required to handle a more complex situation to help find a suitable solution to support their financialdifficulties, whilst protecting their information through our GDPR and data protection guidelines.
This is a varied and interactive role where no two days are the same.Part time or full-time positions available (part time 15 hours + hours changing from 1st February-
Week 1 - 9am to 3.30pm Monday to Friday with half an hour unpaid break.
Week 2:
- 12pm to 8pm Monday to Friday with one hour unpaid break plus Saturday 9am to 2pm) £24,000 to £26,000 DOE.
What the Customer Support Advisor will be doing:
- Receiving incoming calls and making outbound calls to customers in arrears via our automated & manual dialling system.
- Offering customers appropriate financial signposting, providing suitable and appropriate options, and guidance on their finance agreement
- Negotiating affordable payment plans with customers, ensuring the best customer outcomes as defined by CONC, whilst adhering to predefined and prescriptive mandates.
- Complying with prescribed regulatory and company policies at all times.
- Handling each call in a professional telephone manner and having the ability to show empathy and sympathy as required.
- Using negotiation and persuasion skills to gain customer commitment.
- Taking ownership of queries and complaints.
- Updating system records accordingly ensuring data is accurate and factual.
- Administering and maintaining customer agreements
- Identifying and reporting on vulnerability escalating to Champions as dictated by individual circumstances
- Dealing with or escalating any identified risks in relation to risk policies and/or legislative and regulatory guidelines in accordance with the group risk framework
- Protecting and enhancing customer and company interests
- Being aware of latest legislation and enforcement developments in order to offer best advice to assist customer decision making process
The Customer Support Advisor would likely have:
- GCSE or equivalent in Maths and English at grades A-C
- Strong interpersonal skills and an excellent telephone manner
- Ability to work well under pressure and to tight deadlines
- Highly organised and possess strong planning skills
- Previous call centre or call handling experience is desirable
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