Location
South London | United Kingdom
Job description
Overview
Our client is looking for a Customer Service Agent to be to speak to clients’, customers and deal with any queries regarding their outstanding account. To understand their circumstances and agree repayment plans that they can afford and maintain. Through skilled and professional negotiation whilst operating within company, industry, and legislative standards and in doing so maximise cash recovery
Salary: £20,000
The Role
Call Handling
- Respond to a high volume of incoming calls within agreed timeframes
- Be available unless agreed with your line manager to take or make calls
- Negotiate repayments of accounts owed to our clients ensuring you adhere to company policy, and treating customers fairly
- Working with customers to understand their income & expenditure, to gain a good understanding of their financial position and ability to repay
- Update accounts immediately and accurately
- Resolve/ log all disputes ensuring accounts are actioned, followed up appropriately and that all relevant parties are notified of results accordingly
- Maintain up to date client knowledge of products/services by reviewing all literature and emails from your line manager and training team
General
- Keep up to date on regulatory codes of conduct such as CSA, OFCOM, Lending Code, Debt Collections Guidelines (FCA) and Treating the Customer Fairly
- Be aware of Health & Safety issues, liaising with Health & Safety Officer where necessary.
- To ensure that the Call Centre work accounts in accordance with Statutory and CCS requirements.
- Update accounts immediately and accurately adhering to principles laid down by GDPR 2018.
- Carry out mutually agreed ad hoc duties, in addition to the duties and responsibilities listed, which may be required from time to time
The Person
Skills and Abilities
- Computer literate, Microsoft skills are required.
- Comfortable using IT systems to maintain customer account details and notes
- Exceptional customer service skills
- Effective communication skills
- Able to prioritise workload to meet deadlines and ability to multi-task
- Demonstrable initiative and pro-activity
- Keen eye for accuracy and detail
- Team player and Client focused
- Hard work and adaptability
- Previous experience working within a regulated environment is required.
- Previous call centre, sales, or telephone experience preferable
- Target driven
Qualifications & Experience
- GCSE Maths and English (A-C) desirable but not essential
- Previous debt collection, sales or credit control preferable but not essential
Please get in touch with Lisa on 02085497212 for more information or submit your CV below
Job tags
Salary
£20k per annum
