Call Centre Agent

Job Description

Bridgewater Finance Group are one of the UK’s most well-established financial solutions providers. Established 20 years ago, we live by the group’s vision of valuing our customers’ time, experience, and peace of mind. We provide ethical and customerfocused financial solutions. Companies within the group are fully FCA authorised and licensed by the Institute of Chartered Accountants in England and Wales.We are lookig for Call Centre Agents who can offer the best advice and service experience to our customers, ensuring that cases are progressed from commencement to closure in an efficient and effective manner.In this customer centric role, you will be required to support customers on the phone, via email and on our instant messaging platform by providing advice on all aspects of the post-appointment IVA processes, documentation& evidence requirements and internalcase reviews, whilst managing daily internal workload allocations to completion. It is also essential that you have a good understanding of vulnerable customer needs and be able to sensitively handle challenging calls as required.Please note this role is based in our Manchester office so you need to be based in commutable distance to Manchester City Centre. Our vibrant office is key to success, we want our staff to buzz off each other.You will be working Monday to Friday 8:30- 5:30 and 1 late shift a week (11-8). 1 Saturday a month (half day) with following Friday afternoon off.Key Responsibilities:

• Make calls to and take inbound calls from our existing customers.
• Liaising with customers directly via various communication channels including phone, email, and our instant messaging platform.
• Demonstrating excellent customer service by providing empathetic advice, working to understand their situation in more detail and agree an appropriate resolution to customer queries.
• Updating the company system accordingly.
• General administrative and customer service work.

Call Centre AgentRequirements:

• Minimum of 12 months of experience in phone-based role is essential.
• Ability to learn and develop your skills quickly.
• Clear and professional communication skills.
• Be committed to developing within the role and be open to feedback.
• Flexibility in an ever-changing and improving industry.
• Previous experience in a fast-paced office environment.
• Flexibility to alternate between online and offline tasks throughout the day.
• Fluency in English both spoken and writing.
• Computer literacy, especially Microsoft Office package.

Call Centre Agent Benefits

• 28days of annual leave (including paid Bank Holidays).
• Excellent City centre office location - 2 minutes from train/tram stations.
• Excellent facilities including onsite canteen and Starbucks.
• Monthly performance bonus.
• Extensive training and development program.
• Promotion opportunities as early as 6 months.
• Employee Health Assured Program - including 24/7 confidential support and online health portal.
• An ingrained dedication and opportunities to support our company nominated charities.
• The opportunity to undertake an industry recognised Charted Institute of Credit Management qualification.
• Excellent working environment and team culture.
• Summer & Christmas parties.