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Customer Service Advisor - Web Chat/Email

Appcastenterprise
Job LocationNottingham
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

We are awell-established, innovative and customer focused consumer finance business: weregrowing our Customer Service team and have excellent opportunities available for peoplewho share our passion and commitment to providing a friendly personal serviceto our customers.Working from both your own home and from the office, you will be the first point of contact for our customers and will take ownership for resolving a variety of customer queriesreceived by multiple channels, including writing, webchat and social media,andultimatelycontributing to delivering a first-class customer service.Joining Shelby Finance as a Customer Service Advisor is an excellent opportunity to be part of a team that offerclear career development schemes which empower and reward our people for their performance and for providing afriendly and personal serviceto our customers.To help you feel at home from the minute you join us, we will invite you to ourin-house induction program, which will help you to understand our business and our people in a fully supported environment. Once you are confident and familiar with how we dothings, we will set you up to work from home.All interviews and hiring practices will take place online.Key Responsibilities

  • Manage a mix of emails, multiple webchats, 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 personalised 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, KPIs and service levels
  • Contribute to the departments 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)
HoursWere open for our customers from 8.00am-7.00pm weekdays and 9am-2pm on Saturdays.Our working hours reflect that:
  • Youll work 37.5 hours a week, on an 2/3 week rolling rota shift basis. Over the 2 weeks, youll normally be required to work 1 Saturday.
Benefits
  • Opportunity to join a growing financial company undergoing significant digital diversification
  • A combination of home based work, and some office based work from ourNottingham Contact Centre - next to the Phoenix park tram stop with free onsite parking and excellent public transport links.<span style="font-size: 10pt; font-fami

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