Customer Service Representative – Financial Services

Location: Sheffield (city centre)

Salary: £24,500 per annum

Hours of work: Monday to Friday between 8.30am to 7.00pm - rota across 2 shifts. 2 Saturdays per month, 9am-2pm. A day off is given in the week if a Saturday is worked.

Summary of Position

This is unrivalled opportunity to join a vibrant and rapidly expanding team as a Call Centre Customer Service Agent. You need to be able to demonstrate a good understanding of front-line customer service and will become the first point of contact between the company and potential or existing customers.

You will be working on up to date and delinquent accounts with the aim of delivering both in a customer service role and collecting any arrears, ensuring that sustainable and affordable repayment plans are agreed. The ideal Customer Service Advisor will be able to strike a balance between providing a high level of customer service, problem resolution and collection of outstanding debt.

You will be flexible in your approach and enjoy working in a challenging, fast-moving environment with a desire to resolve queries quickly and efficiently at the first point of contact.

Duties & Responsibilities

• Deal competently and efficiently with high volumes of Collections calls and Customer Service calls, inbound and outbound, via manual and auto-dialling
• Support to the team manager and colleagues as required
• Attend team meetings providing productive and proactive suggestions
• Act as a first point of contact for our customers
• Handling complaints from customers with the aim of first call resolution
• Review and respond to correspondence from Customers
• Follow up calls to potential Customers who have shown an interest in our product
• Processing payments received and tracing missing remittances as required
• Operate in line with all FCA and other key finance industry regulations and laws
• Take ownership for personal development objectives

Skills & Experience Required

• Excellent communication and interpersonal skills with a first-class telephone manner and the ability to deal with customers in a confident way
• The ability to work well in a team environment
• Comfortable at working to both team and individual targets in a fast-paced environment
• Experience within a contact centre/call centre environment
• Collections experience is desirable
• Efficient, organised and works well under pressure or time constraints
• Ideally worked within the Financial Services sector and understands relevant regulatory requirements
• Understanding of assessing affordability, for example using income & expenditure forms
• Experience of working on a dialler
• Excellent Customer Service skills showing confidence in Customer interaction
• Basic user level in Microsoft products such as Outlook, Word, Excel and PowerPoint

Benefits & Package

Salary: £20,000 pa. starting salary, goes up to £24,500 after 3 months

Pension: Workplace pension

Holiday: 20 days holiday per year plus bank holidays, to then increase by 1 day per year of service to a maximum of 25 days

Bonus: Annual bonus related to company and personal performance

Other: Monthly recognition awards and rewards aligned to growth

Job Types: Full-time, Permanent

Salary: £24,500.00 per year

Benefits:

• Company pension

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• No weekends

Supplemental pay types:

• Bonus scheme
• Performance bonus
• Yearly bonus

Ability to commute/relocate:

• Sheffield: reliably commute or plan to relocate before starting work (required)

Experience:

• customer service: 2 years (required)

Work Location: In person

Application deadline: 02/04/2023
Expected start date: 03/04/2023