Job Description

We are looking for people who are as passionate about customer service as we are. We will provide in-depth, full time training to ensure you know everything you need to know to resolve our customer collections enquiries.
Whilst your main role is within Collections, there is the exciting opportunity where the business needs dictates, you will support the Accounts Investigation (Fraud) & Credit department with reasonable notice and training, and this is a great chance to become multi skilled in all three areas.
There is also the opportunity to develop towards becoming a Senior Advisor within the department.
You will:

• Talk to customers about issues with their credit account and investigate any queries they may have.
• Make informed decisions based on the circumstances and information provided.
• Speak to our customers to agree appropriate and satisfactory payment agreements.
• Review customer accounts that are late on their payments to establish appropriate action.
• Have a key role in negotiating a resolution.
• Communicate confidently and be passionate about helping our customers and your colleagues.
• Undertake all duties in line with the Financial Conduct Authority guidelines.

Required Knowledge, Skills, and Abilities

You will also have: An analytical approach. Excellent attention to detail and be extremely self-motivated. A confident decision maker who takes full accountability for their actions. Strong questioning and effective listening skills. Outstanding problem solving skills with the ability to provide a range of solutions. A clear and confident communicating style. Excellent literacy, numeracy and PC skills (excel) with the ability to pick things up quickly. With previous experience in customer service, ideally within a call centre, customer facing financial environment or debt recovery background, you’ll be a team player with excellent communication skills, working in a fast paced environment. You will have an analytical approach enabling you to investigate by gathering information and liaising with multiple departments. You'll be up for a challenge, empathetic and enjoy sorting out customers' problems so they're able to continue to shop with us. You will also be able to build a rapport whilst remaining assertive and resilient.