Customer Service Advisor

Job Description

Customer Service Advisor - Collection AgentOur client is looking for a Customer Service Specialist who has a good telephone manner and is willing to take on a new challenge as a Debt Collection agent.The salary offered for this role is £22,337.Performance bonus potential of up to £3000 per annum.Full-time, permanentBased in LS14 (Hybrid working after probationary period possible)The Company:We are an outsourcing company which provides customer care, sales, technical support, and collections services. We operate in Europe, North and South America, Asia, and North Africa. In the UK we are located in the north-east area of Leeds, West Yorkshire.Summary of the roleThe Collector is responsible for providing telephone-based Consumer Collections Services for defined clients/projects. The Collector undertakes assigned telephone-based collections work based on direct customer interaction and real-time account administrationvia an automated dialer system and bespoke collections database. Effective negotiation and fact-finding together with an understanding of customer affordability and Treating Customer Fairly (TCF) awareness to meet company objectives is a requirement.What’s In It for You• Full-time contract• Annual leave amounts: 25 days + 8 bank holidays• Annual salary: £22,337• Bonus scheme (up to £3k per annum based on performance)• Paid training• Service Awards• Friendly work environment• Eye-test vouchers• Workplace pension scheme• Health Assured Employee Assistance Programme• Free on-site parkingDuties and Responsibilities:• The Collector will aim for optimum recovery of outstanding client debt through first-time resolution and awareness of individual customer circumstances whilst meeting or exceeding quality assurance and collection KPIs and targets.• The main task is to provide experience, knowledge and skills to deliver consumer collection services to assigned employer’s clients.• Responsible for maintaining appropriate and comprehensive records of all customer and debt management discussions on the relevant collections database in line with current procedures.• Responsible for resolving issues/disputes raised by customers promptly and escalating sensitive data to the line manager.• Responsible for handling inbound and outbound calls either manually or via the automated Dialler system.• Responsible for processing data concerning account management, which implies negotiation, understanding, decision-making, analysis and good communication skills.• Actively participate in all aspects of training and be accountable for their personal development and objectives.• Ensure that all company policies and processes on collection and quality are followed at all times, to guarantee accurate, objective and polite conduct and comply with all laws and regulations that apply to this industry in their different jurisdictions whereapplicable.Additional responsibilities may be added as the needs of the business change and expand.Qualification and experience:To qualify for this role you must:• Be an excellent negotiator, with a confident telephone manner• Have one year of collections experience, in a financial institution or related environment.• Be prepared to work flexible shifts, including a minimum of two late shifts per week during the operational hours of 8am -8pm• Have previous experience of working in a high-volume environment.• Be able to demonstrate competence in using Microsoft Office and collections management systems.• Have previous experience from working in a performance-driven environment• Be able to analyse results and make decisions based on facts and figures.• Have good interpersonal skills (both written and oral)• Take ownership for quality, competence, and results.Desirable skills:• Have excellent communication skills• Have a positive and friendly attitude towards customers and colleagues• Be receptive to feedback and change• Ability to work well under pressure.• Provide attention to detail.• Be service-orientated.• Be proactive.• Be highly flexible and welcome change/improvements.Working Hours:Employee needs to be flexible during the operational hours of 8am - 8pm, Monday - Friday (37 hours per week.) Shifts will include two late shifts per week.To apply for this exciting opportunity within our friendly team please send us your C.V. now.