Online Support Agent - Manchester, United Kingdom - Bridgewater Finance Group Ltd

Bridgewater Finance Group Ltd
Bridgewater Finance Group Ltd
Verified Company
Manchester, United Kingdom

4 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Reporting into the Online Support Team Leader, the Online Support Agent is responsible for assisting with the successful day-to-day management of our Online Support Team (OST) services.


They Online Support Agent will also work with the other departments across our operations to ensure that our Operation is as successful, productive and efficient as it possibly can be.


Principle Responsibilities:


  • Working alongside and communicating with our teams across the operation, ensuring we provide the correct service to our customers across DM & IVA.
  • Maintaining a good knowledge of debt solution processes to ensure you can provide the highest level of customer service.
  • Promoting additional service to our customers where possible and suitable to do so (such as Settlements, Feefo, Westberry Insurance).
  • Make educated decisions to reduce terminations, retain profitable customers and help keep progress customers arrangement.
  • Working towards set individual KPI's/Goals/Targets.
  • Being adaptable and possessing the ability to multitask are essential.

Required Competencies / Behaviours

  • Takes responsibility for managing own workload to achieve agreed targets and Service Level Agreements (SLAs)
  • Exceptional written communication skills
  • Reliability, strong time management skills and highly adaptable
  • Strong objection handling skills and coping mechanisms in high pressure situations
  • Contributes effectively in a range of different situations and assists in maintain a working environment based on openness, trust and cooperation
  • Proven record of supporting customer to achieve positive outcomes
  • Develops self and other colleagues to optimise potential and support the achievement of all objectives
  • Lead through clear communication to support department goals
  • Exhibits the core values of the Business
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