Customer Service Specialist - Nottingham, United Kingdom - Bridge of Hope

Bridge of Hope
Bridge of Hope
Verified Company
Nottingham, United Kingdom

6 days ago

Tom O´Connor

Posted by:

Tom O´Connor

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Description

Job Title:
Customer Service Specialist


Duration: 12 months


Job Type:
Contract, potential to be made permanent


Location:
Nottingham


Pay Rate:
£11.43 per hour PAYE


Working Hours:


For your first 2 weeks, you will be in classroom based training full time Monday - Friday, 9am - 5pm.

Following training, you will be required to be fully flexible and work on a rota basis full time:
Monday - Friday, 8am - 6pm

Saturday 8am - 2pm


Role Overview:

We are looking for Customer Service Specialists to join our clients Field Debt Solutions team based in Nottingham.


You will energetically and enthusiastically work as part of a high performing Customer Operations team, through direct customer and field agent contact, consistently putting customers first and building their trust.


You will also be working back office tasks, and this is to influence and aid reduction of debt at risk by spending sufficient time to investigate, analyse & validate a variety of complex work.


Key Responsibilities:


  • Responding to all customer contact (whether direct or via our field agents) in a professional and courteous manner (as guided by the Audit Quality Framework).
  • Proactively seeking to identify the best solutions for each customer, taking into account their Ability to Pay & Fair Payment Outcomes.
  • Delivering a service where empathy and building rapport are central, that will delight our customers.
  • Using questioning and listening skills to fully understand customer circumstances, including any vulnerability there may be in the household.
  • Using system/tools (e.g. ICE, Kraken) to ensure effective resolution of customer issues.
  • Using Collect to complete warrant tasks on a daily basis keeping the Reps supplied with work out in the field which is a vital part of this role.
  • Help reduce the bad debt book through collection and future proofing of debt.
  • Recognising dissatisfaction, taking appropriate action to help our customers, following the Handle With Care process.
  • Focusing on obtaining and updating accurate data gathered through customer contact.
  • Highlighting any issues that impact on our ability to deliver for our customers and helping to create the solutions.
  • Willingly sharing best practice with peer group to ensure activities are completed using the most effective methods of working.
  • Adhering to compliance, regulatory, health and safety policies.
  • Ensuring all actions and behaviours treat our customers fairly and comply with regulations.

Qualifications and Experience:


Essential

  • A passion for delivering an exceptional customer experience.
  • Resilient and excited to solve complex problems.
  • Good English skills both written and verbal.
  • A committed team player
  • Ability to think on your feet in a fastpaced environment.
  • Confidence in making important decisions.
  • Drive to identify and implement change.
  • Commitment to provide an outstanding customer journey.
  • Demonstrate and role model best in class customer service.
  • Demonstrate strong communication skills listening, empathy, building rapport with customers and influencing.
  • Demonstrate strong decisionmaking skills using listening and questioning to take all aspects into account.
  • Take on board feedback from coaching and actively work to improve performance.

Desirable

  • Credit Operations background, skilled in debt negotiation conversations.
  • Knowledge of Regulatory policy relating to the installation of Prepayment meters or potential disconnection of supplies.
  • Good PC skills and working knowledge of MS Excel, Word.
  • A wide understanding of the different business areas and ability to learn new processes quickly
  • Company information:_
  • This contract vacancy is being advertised by Rullion Ltd_
  • Rullion is a forwardthinking recruitment company that specialises in providing a wide range of talent consultancy services to a diverse client base; from small startups to large household names._
  • We celebrate and support diversity and are committed to ensuring equal opportunities for both employees and applicants._
Rullion celebrates and supports diversity and is committed to ensuring equal opportunities for both employees and applicants.
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