Customer Service Advisor - Personal Finance

Company Description

We are Together -Proud to be a Financial Services success story based in South Manchester. Established in 1974, we employ over 700 colleagues.

A specialist lender offering a range of mortgage and secured loan products to individuals and businesses, who are typically underserved by mainstream lenders. We play our part to turn challenges into opportunities which make our customers' financial ambitions accessible.

Over 50 years of successful trading has positioned Together as a market leader, thanks to a common-sense approach to lending

Job Description

We are looking for Customer Service Advisors to work in our busy contact centre as the first point of contact for our customers, including customers who are experiencing financial difficulties. As a Customer Service Advisor you will deliver fantastic levels of service whilst efficiently resolving queries, understanding customer circumstances and identifying opportunities to provide support.

As a Customer Service Advisor, you will be responsible for:

• Deliver positive customer outcomes by managing customer queries, varying from simple questions to more challenging conversations with customers experiencing financial difficulties.
• Have great conversations with customers, handling both inbound and outbound calls, ask open and probing questions in order to understand their circumstances and find solutions
• Create an environment where customers feel able to ask for help, are treated with respect and feel supported
• Support customers experiencing difficulties or going through a change in circumstance, understanding their needs, identifying solutions, support and affordable, sustainable forbearance plans with customers in arrears
• Helping some of our most vulnerable customers to get out of debt and stay out of debt whilst ensuring we meet our regulatory obligations.
• Displaying consistent, effective, and strong customer focus whilst meeting KPI’s.
• Provide high standards of service in all customer interactions whilst following all regulatory requirements

The skills we need:

• A passion for delivering great customer service and helping others
• Excellent listening and communication skills and the ability to respond / treat with empathy.
• A positive attitude, enthusiasm for learning and adaptable to change
• Good problem solving and analytical skills with an eye for detail
• Resilience and adaptability to support customers experiencing difficulties with a variety of queries
• Experience of working in a collections or customer service environment where you have gained a sound knowledge of the processes/procedures
• Confidence and empathy dealing with vulnerable customers
• Experience of working within a regulated, banking or financial services environment is desirable

Additional information

• 27 days holiday (increasing with service), plus bank holidays
• Buy & sell holidays
• Discretionary annual bonus
• Matched pension contribution
• Life assurance
• Critical illness cover
• Health cash plan
• Private medical insurance
• Free access to company holiday homes
• Travel season ticket loans
• Ride to work scheme
• Free local gym access
• Local bar / restaurant discounts

Together Money embraces diversity and inclusion, and are proud to be an equal opportunity workplace. Not only do we welcome difference – we celebrate it, support it and really value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds, perspectives and skills.

Please note that all successful applicants will undergo relevant employment reference, financial and criminal record checks.

Job Types: Full-time, Permanent

Salary: From £25,000.00 per year

Benefits:

• Canteen
• Casual dress
• Company events
• Company pension
• Employee discount
• Gym membership
• Life insurance
• On-site parking
• Private medical insurance
• Referral programme
• Store discount

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus scheme
• Performance bonus
• Yearly bonus

Application question(s):

• As this is an office based role, are you able to commute to the Cheadle office SK8 3GW?
• Do you have customer service experience through inbound & outbound calling?
• How many years’ of customer service calling experience do you have?
• Do you have collections experience through inbound & outbound calling
• How many years’ of collections calling experience do you have?

Work Location: In person

Reference ID: REF755J