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Customer Care Assistant London, England

CDER Group

Full Time London, England 21000 GBP ANNUAL Today

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: