customer relations Stockport, England
Job description
JOB DESCRIPTION
JOB TITLE: Customer Service Advisor/ Debt Management
DEPARTMENT: Admin Team
REPORTING TO: Department Manager
LOCATION: Stockport
SALARY: £22,000-£23,500/ OTE £30,000
PURPOSE OF JOB
PURPOSE OF JOB
- Managing a portfolio of new clients
- Completing detailed Welcome Calls with new clients
- Completing meaningful Courtesy Calls with your client base
- Completing early intervention Annual Reviews with your client base where appropriate
- Providing regular updates on the clients Debt Management Programme
- Making contact with creditors where required
- Answering inbound calls and client queries.
- Contacting clients in arrears, establishing the circumstances and agreeing a client-focused remedy
- Completing Income & Expenditure assessments where appropriate
- General support for other members of staff,
- Liaising with staff in other departments and with external contacts.
- Logging incoming post.
- Chasing up queries with your clients from the creditors.
KEY ROLES AND RESPONSIBILITIES
- Deliver a high standard of customer service to all clients, on all occasions
- You will maintain regular contact with new clients ensuring that the solution was correct at first Personal Consultation via a detailed ‘Welcome Call’ and that it remains comfortable and appropriate by questioning and referring to previously recorded information and company debt advice guides and decision trees.
- You will manage the day to day running of client accounts, ensuring correspondence is sent to clients and creditors in line with company policy and process
- Where appropriate and capture a comprehensive assessment of each customer’s circumstances, giving the correct advice following company policies and procedures alongside all regulatory requirements.
- Ensure the most appropriate course of action is explained to the customer in a clear manner.
- Working with clients to determine priority payments and action planning where appropriate
- Identifying client’s whom demonstrate or have the potential to be vulnerable, assessing the suitability of advice, additional requirements and gaining consent to record and share gleaned information
- Assist customers in making an informed decision and committing to an appropriate course of action.
- Achieve all key performance indicators and call handling metrics.
- You will complete detailed assessments of clients and household income and expenditure and make recommendations on where clients can increase or decrease items for the benefit of their finances.
- You will signpost or refer clients to the most suitable agencies, where appropriate
- Ensure all notes and comments are recorded accurately on the necessary systems.
- Ensure employees whom will come in to contact with the client have access to all information required
- Meet all Call Quality compliance, technical and best-practice requirements.
- To show a compassionate and empathetic approach
- Have a ‘can do’ attitude to requests clients may make
- Give correct and best advice following processes and procedures along with all regulatory requirements. (FCA, DPA, Money Laundering, Complaints) etc.
PROSPECTS
ADDITIONAL INFORMATION
The company is small but growing and all employees are expected to work as a team and support one another. You may therefore be asked, from time to time, to undertake other duties by your Department Manager or a Director of the Company that is within your range of skills and abilities.
This job description may be varied in consultation with the post holder to reflect evolving needs of the business.
PERSON SPECIFICATION
KNOWLEDGE, SKILLS, ATTITUDE
At least 2 years experience in a Customer Service role
At least 2 years experience of working within the Debt Solutions / Advice industry
Intermediate knowledge and understanding of current regulators and their expectations
Foundation user of Microsoft suite including: excel, outlook and word
Excellent telephone and communication skills
Excellent teamwork skills
Ability to build strong working relationships
High degree of accuracy
Demonstrated ability to prioritize issues
Willingness to learn, develop and attend regular industry and role relevant training
INTELLECTUAL DEMANDS
Must have minimum ‘O’ level/GCSE Math’s and English
Must be able to learn, utilize and explain technical product information
Ability to identify breaches in regulation and report these to department managers
Ability to identify development areas, respond to feedback and communicate with department managers
Must have keen interest and knowledge in the provision of debt advice
DISPOSITION /PERSONALITY
Enthusiastic
Supportive
Team Worker
Reliable
Motivator
Sociable
TYPE OF PERSON (Motivational Profile)
Customer- Focused
Self-motivated
Achievement orientated
Ability to use own initiative
Non-judgmental
Ability to perform effectively when there is pressure peaks
Sets high standards and consistently achieves them
HOURS OR WORK
Shifts a mixture of earlies (9-17.30pm) and lates (11.30-8pm) including a Saturday rota around 1 in 3 and bank holidays around 1 a year
BENEFITS
In addition to holiday entitlement wellbeing days and birthdays off
Job Types: Full-time, Permanent
Salary: £22,000.00-£23,000.00 per year
Supplemental pay types:
- Bonus scheme
Experience:
- Debt Management: 1 year (required)
- Customer service: 1 year (required)
Work Location: In person
