Customer Assistance Specialist

Job title: Customer Assistance Specialist

Location: Chester Business Park

Salary: Up to £30,000

This is an exceptional opportunity for a Collections Specialist to join our client in their head office based on Chester Business Park. The successful candidate will be a key member of their fast-paced team within a busy call centre environment and be responsible for communicating with customers regarding their arrears.

The focus of the Collections Specialist role is working with the customers to achieve an outcome that works for both the customer and the business, whilst ensuring the business meets its performance targets, together with due regard to all regulatory requirements.

Hours of work: Monday to Friday 8:00am-4:00pm / 10:00am-6:00pm rotating pattern with 1 in 4 Saturday mornings, the Saturdays will be working from home.

Full training will be provided, though a background working in a call centre environment and experience in Collections would be advantageous. The Collections Specialist is an office-based role, working out of the prestigious, modern Chester Business Park office.

The company is incredibly proud of its positive working environment and offers a range of benefits including a pension scheme, Employee of the Month and Year awards, income protection insurance, annual company bonus scheme, life assurance and discounted gym memberships.

Key Responsibilities:

• Collections activity on all overdue active agreements.
• Provide excellent service to all customers both internal and external and embrace the principles of Treating Customers Fairly.
• Understand the key factors associated with the significant vulnerability.
• Recognise cases of significant vulnerability.
• Negotiate recovery of outstanding payments with customers by identifying the reason for the overdue payment(s), to prevent contractual loss.
• Influencing and negotiating with customers to ensure a satisfactory outcome for both the company and the customer.
• Ensure call handling and service quality is maintained at all times.

Candidate Requirements:

• Good communication skills (written and verbal)
• Call centre experience
• Collections experience (desirable)
• A team player
• Positive attitude
• Flexible in approach
• Ability to work to tight deadlines
• Working knowledge of Microsoft Office applications
• Basic IT skills

The successful candidate will undergo a credit check prior to securing the position and be required at all times to act within the standards expected within Consumer Duty and comply with The Conduct Rules which set the minimum standard of individual behaviour expected when carrying out a role.

Unfortunately, due to time restrictions we cannot respond to every applicant, in the event that we haven’t contacted you within 48 hours please take it you have not been successful for this particular role, but your details will be kept on file and considered for all future vacancies.

We are an equal opportunities agency and welcome applicants from all backgrounds.

We are acting on behalf of the client as an Employment Agency in relation to this vacancy.