Customer Care Assistant London, England
Job description
About CDER Group
Here at CDER Group we support and help clients recover money that is owed to them compassionately and compliantly.
We understand that everyone is different and with our unique approach to fairness we ensure that clients, customers, and employees are treated fairly, supporting our customers to repay any outstanding money owed.
As the largest technical debt collections and enforcement company in the UK, we are proud to work on behalf of clients such as Highways England, Transport for London, HMCTS, HMRC, DVLA and the Environment Agency.
Introduction
Reporting to the Customer Care Manager, the Customer Care Assistant is based in London and is responsible for the day to day administration of customer care queries as well as handling low level complaints. In order to carry out the role you will liaise with the Legal and Compliance team based in London.
Responsibilities
- Ensure that incoming emails are answered in a timely manner and that responses are in line with company guidelines and procedures and client SLA times
- Ensure that customer care responses adhere to all applicable internal and external guidelines
- Where needed contact customers directly in order to ensure that their query has been resolved
- Provide data to the Customer Care Manager and Legal and Compliance Manager as required on the volume and type of cases being handled
- Ensure that complaints are logged using the appropriate tracking forms to maintain accurate records for client reports
- Negotiate solutions to customer queries that balance their needs with that of CDER Group
- Assist the Legal and Compliance team in handling low level complaints and providing detailed correspondence to customers as and when required
- Liaise with other departments to ensure that common issues are recognised and communicated to the relevant managers
- Assist the Contact Centre during busy periods by answering calls
- Assist other departments as and when necessary.
Personal qualities, experience and skills
- Excellent verbal and written communication
- Experience of working in a busy environment
- Self-motivated with the ability to work under pressure and in difficult situations
- An eye for detail and the ability to spot trends
- Good knowledge of the client debt process, different debt types, Enforcement law and company enforcement process (training provided)
- Good working knowledge of Microsoft Office 2000 or later, particularly Word, Outlook and Excel
Benefits
- Gym membership contribution: we will give you up to £20 per month towards your gym membership
- Company pension
- 24/7 employee assistance programme
- Company sick pay
- Referral programme
- Discounts and savings available on our bespoke staff rewards platform
- Casual dress
- Free onsite parking (excluding City of London)
- Loans for travel
- Cycle to work scheme
- 25 days holiday, rising to 28
- Regular subsidised social events
- Voluntary service opportunities to a charity of your choice – up to two days per year
- Long service awards
- Enhanced family leave
- Hybrid working
- Working hours that are flexible
- Extra holiday days available to buy, up to five days per year
- As if that wasn't enough, we even provide you with unlimited refreshments, regular mouth-watering treats and healthy snacks each week
CDER Group are proud to be an Equal Opportunities Employer. We celebrate diversity and equal opportunities and are committed to creating an inclusive environment for all employees that represents a variety of backgrounds, perspectives and skills.
If you require any assistance or accommodation due to a disability, please contact the HR department.
Job Types: Full-time, Permanent
Salary: £21,000.00 per year
Benefits:
- Additional leave
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Employee discount
- Free or subsidised travel
- Gym membership
- Referral programme
- Sick pay
- Store discount
- Wellness programme
Schedule:
- Monday to Friday
Work Location: One location
