Job Description

• Contacting customers via the dialer system in order to reach an understanding of the customers' financial circumstances and where appropriate, setting an agreeable repayment arrangement.
• Handling inbound and outbound calls.
• Listening to customers, demonstrating understanding and empathy towards their situation, responding and questioning to fully establish the customer's circumstances.
• Explaining the benefits of reaching their "debt free date" and providing clear information and timescales with regard to their agreed payment term.
• Building rapport with customers and creating a positive customer experience by adhering to our culture of fair treatment and customer centricity, ensuring any customers in potentially vulnerable circumstances are identified and managed according to Intrum's policies and procedures.
• Effective note taking - ensuring records of calls are complete, accurate, professional and a true reflection of the conversation.
• Meeting and exceeding monthly targets including call quality and compliance.
• Any other ad-hoc duties as required by management

Benefits

• Annual Pay Review
• Life Assurance Plan
• Monthly Bonus Scheme
• Refer a Friend Scheme
• Pension Plan on completion of probation period
• Tax Saver Scheme for monthly bus/rail tickets
• Cycle to work scheme
• Staff social events & activities
• Company Sick pay
• Career Development

Required Knowledge, Skills, and Abilities

• Previous experience in a customer service environment is desirable.
• Previous experience in a call Centre environment is advantageous.
• Excellent written and verbal communication skills with a proven ability to liaise with all levels of personnel appropriately and professionally.
• Ability to pick up new procedures and systems quickly.
• Ability to multi-task and understand the importance of prioritization.
• Possess a keen eye for detail and be able to spot and correct mistakes.
• Possess adequate knowledge, skills and experience to understand the Company's activities, including risks.
• In working for us, maintain: Honesty, integrity and reputation; Competence and capability; Financial soundness; Fair outcomes for customers.
• Ability to react positively to change and adapt quickly.