Job Description

• Manage a mix of emails, multiple web chats, secure messaging systems and outbound calls covering the whole customer journey from loan acquisition to supporting customers payment plans working with both internal and external contacts
• Build positive customer relationships through use of personalized interactions
• Resolve all customer enquiries at the first point of contact
• Ensure all information obtained through customer communication is accurately logged
• Maintain internal customer relationships
• Meet Contact Centre standards, KPI’s and service levels
• Contribute to the department’s success of achieving service levels
• Contribute ideas for the overall improvement of the service we offer to customers
• Ensure the day-to-day delivery of the six defined fair customer outcomes across all business functions
• Ensure compliance with policies and procedures
• Adhere to professional conduct standards
• Adhere to company policies and procedures
• Embrace and implement a culture that places the customer at the heart of all decision processes (TCF)

Benefits

• When we can get back into the office, you will work a rotation from home as well as from our Nottingham Contact Centre - next to the Phoenix park tram stop with free onsite parking and excellent public transport links.

• You will receive a competitive salary and great incentives such pension up to 7% matching contribution, 25 days annual holiday (plus bank holidays), health cash plan, option to buy and sell holidays, travel loans, cycle to work scheme, Perkbox providing 200 perks, discounts and freebies…
   
• But more importantly you will be part of a professional team who genuinely believe in putting the customer at the heart of everything we do!

Required Knowledge, Skills, and Abilities

We’re looking for people orientated individuals with experience gained within a contact Centre environment, who are passionate about making an impact and delivering first class customer service. You will be IT literate, a natural and logical problem solver with excellent rapport building skills.