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Collections & Recoveries Advisor - Hybrid - Banbury, United Kingdom - Contact Web Ltd

Contact Web Ltd

Verified Company

Banbury, United Kingdom

1 month ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Please note this role is hybrid from our Banbury Site, you must be able to travel for 2-3 days a week to work from the office.

At Contact Web, we are a leading contact center outsourcing business dedicated to providing exceptional customer service, driving sales, and efficiently managing arrears for our esteemed clients.

With an unwavering commitment to excellence, we specialise in managing contact center operations across various channels, ensuring our clients' customers receive the highest level of service and support.

What sets us apart is our genuine passion for creating a positive staff experience and fostering a thriving work environment filled with abundant growth opportunities.

We believe that when our employees are happy and fulfilled, they are empowered to deliver outstanding results for our clients.

As an organisation, we embrace flexibility and understand the changing landscape of work.

We offer both remote and hybrid working options, allowing our talented team members to work from the comfort of their own homes or from our well-equipped office spaces.

We recognize the value of work-life balance and the benefits of a diverse workforce, and our remote and hybrid working arrangements reflect our commitment to supporting our employees' well-being.

By joining our team, you will become a part of a vibrant and collaborative community of professionals who are driven by a shared goal of delivering exceptional customer experiences.

We offer ongoing training and development opportunities to enhance your skills and empower you to excel in your role.

This role is supporting one of our clients who are one of the UK's newest debit account and credit card providers.

Aiming to improve lives by empowering every individual to make the smartest financial decisions through better clarity, intelligence, and tech.

We have big ambitions and are building a team of superstars to realise them.

Hours:
Operational hours are Monday to Friday 8am until 8pm and Saturdays 9am until 5pm.

Shift Pattern: 1 in 3 Saturdays with a lieu day off during the week. Shifts are either 8am until 4.30pm, 10.30am until 7pm or 11.30am until 8pm on rotation.

Basic Requirements:

Right to work within the UK
English speaking
Credit report to be provided (we support with this)
Basic DBS certificate to be provided (we support with this)
Must live within 30 miles on Banbury

Experience and Skills Required

Previous Customer Service experience
Strong communication skills: Possess excellent communication skills across various contact channels, ensuring effective engagement and support for customers in different situations.
Excellent interpersonal skills and ability to build rapport
Experience working within Financial Services or utilities

Main Duties

Manage customer queries: Handle and resolve customer queries across multiple channels, including telephony and webchat, ensuring a first contact resolution.
Ownership and escalation: Take ownership of customer queries, ensuring they are escalated to the relevant departments when necessary, in order to provide timely responses within agreed Service Level Agreements (SLAs).
Accurate documentation: Record all customer information on accounts, ensuring accuracy and compliance with company policies and procedures.
Process improvement: Identify areas for process improvement to enhance customer satisfaction and propose solutions to optimise operations.
Financial assistance: Support customers experiencing financial difficulties by providing appropriate solutions to help manage their accounts and finances.
Empathetic support: Provide empathetic and personalised service to vulnerable customers, assisting them in managing their accounts effectively.

Salary:
£22,000.00 per year

Benefits: