Customer Contact Representative - Leeds, United Kingdom - Lowell Group

Lowell Group

Verified Company

Leeds, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Summary
At Lowell, our customers are our number one priority.

That's why we're looking for an enthusiastic Right Party Screener to help us deliver the best experience to our customers.

As a Customer Contact Representative you will utilise our outbound dialler function to make calls to connect without our customers.

When making contact through the outbound dialler you will complete basic security checks with customers as well as managing any servicing needs that the customer may have before connecting the call with a Customer Solutions Associate (where applicable).

You will also be required to gather information from third parties and take relevant action to make sure the account is left in the right status.

In this role you will be the first point of contact for our customers and as such you will deliver an outstanding customer experience and ensure customers receive fair outcomes.

You will strictly adhere to Ofcom regulations and work to productivity and efficiency KPIs.

You will also spend time managing inbound customer contact where the customer requires support with queries of a servicing nature rather than relating directly to the repayment of their account.

This could be collecting data or information from customers that is required to move the account towards solution.

What do we need from you?
Excellent verbal and written communication skills with the ability to keep clear and concise records/notes.

Demonstrable interpersonal skills with ability to be empathetic, build rapport and asks questions whilst demonstrating active listening.

Experience, or demonstrable capability, of working in a customer centric environment and skilled in adhering to prescribed processes to deliver good customer outcomes.

Previous Collections or Sales experience - desirable

Previous
Call Centre or telephony experience - desirable

This could be the first step to developing a long and rewarding career through many of our internal career paths, not just that, an exciting career is much more than just a salary.

We also understand that everyone, regardless of culture, gender identity, religion, ethnicity, age, neurodiversity, or disability status, can contribute to our goal to make credit work better for all.

Our strength is in our people.

So, at Lowell you'll get:
A competitive salary

Hybrid working
A discretionary
annual bonus for a job well done

3% flexible benefits; pick additional benefits or take as cash each month. Whether this is extra holiday or dental cover there will be something for you.

28 days holiday plus public holidays with option to
purchase up to an additional 5 days
Life assurance & Group income protection

A fantastic culture with more little perks along the way including, self-development opportunities, recognition awards and on-site gym facilities.

Wellbeing support and a programme of webinars and classes geared towards mindfulness.

We believe our greatest assets are our people and we're keen to develop people who want to make a difference.

This is an ideal role to start your career within a contact centre and financial services

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