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My client, a successful financial business in Chester is looking to recruit Customer Collections Advisors to join their Customer Finance Support team. This role will involve communicating with customers who have failed to meet their contractual payments towards their Hire Purchase agreement. You will assess each customer's circumstances on a case-by-case basis to ensure the right outcome is achieved and where possible and affordable, negotiate a payment or an arrangement to bring the customers agreement up to date as soon as possible. Key Responsibilities: Communicate with customers who have failed to meet their agreed payment date, showing forbearance and support to help them get their agreement up to date Ensure all customer agreements are reviewed thoroughly to understand the customer's situation, making sure that all previous agreement notes are checked for previous customer communications and arrangements in place Review arrears repayment plans on a regular basis to ensure they remain in line with the customer's circumstances Identify, recognize and work with customers whose circumstances are often vulnerable Communicate with customers both verbally and in writing in a clear, fair and not misleading way Completing all actions that are agreed with customers in the relevant time frames to ensure the best customer experience is achieved Where applicable signpost customers to relevant non-for-profit organizations for support and advice Support colleagues and the department to ensure all department aims are achieved Work towards achieving daily and monthly targets both individually and as a team Deliver outstanding customer service at all times in line with our vulnerable customers and debt collections policies and procedures Conduct all tasks in line with regulatory rules and expectations and in particular consumer duty and treat customers fairly Carry out additional tasks where reasonably expected Liaise from time to time with 3rd parties in relation to the management of the customer's account Raise any procedural, departmental risks and concerns in line with company process and escalation routes Skills Required: You must have some experience working in a similar debt management, collections type customer service role Some life experience and a mature attitude is essential Able to communicate with vulnerable people and offer advice Possess a professional and understanding manner when assisting customers Excellent communication and customer service skills is essential Company Benefits: Salary up to £30k - depending on experience Monday - Friday 37.5 hours, 8am-4pm, 9am-5pm, 2 Saturdays per month - 8am-12pm at home, time back in lieu Pension scheme Employee referral programme Perks at Work Income protection scheme Employee of the Year Long Service awards Discretionary annual bonus Life assurance Discounted gym membership Training and exam sponsorship Purchase additional annual leave Social events Hours of work
About the job Customer Service Assistant Hybrid up to £23,000 Benefits. Hybrid working with two days in the office and three from home. 1 in every 4 Saturdays (worked from home with time given back in lieu) About us We are a dynamic, customer-focused online short-term insurance company based in Tarporley, Cheshire. We have a strong track record of designing, building, and running our own software and products. To support our continuing success, we are looking to hire a new Customer Services Assistant to join our friendly customer services team. Key responsibilities Receive and respond to customer enquiries over email, live chat, and telephone in line with company and regulatory standards. Provide an efficient and professional service to our dealership customers over the phone and via email. Using a computer, associated IT equipment and software Manage and defuse potential confrontation, escalating where necessary. Monitor, record and handle complaints within FCA guidelines, escalating where necessary. Identify and raise signs of potential money laundering and/or fraud indicators for further investigation. Understand the importance of data security and work within company guidelines. Assist with general administrative tasks as required. Desirable skills and experience Experienced in delivering excellent customer service and support, preferably within an office environment. Excellent written and oral communication skills You will be passionate about providing first class customer service, working with your team and other teams to achieve this. You will have experience of using Microsoft Office and Excel Able to prioritise your workload ensuring deadlines are met. A keen problem solver with the ability to stay calm under pressure. Experience of working in a regulated insurance company would be an advantage. The interview Process: Our interview process involves 2 stages: Initial call with our Talent Acquisition team. Interview with the hiring manager. Compensation Package: Standard 34 hour working week, Hybrid Up to £23,000 Modern offices with free parking Pension contribution 28 days holiday ( bank holidays) Private Medical Insurance Life insurance cover
About the role Working 38 Hours Sunday, Monday 10am to 7pm Tuesday 10am to 4.30pm Wednesday and Thursday 10am to 7pm You will be expected to ensure our customers' needs are exceeded at all times while working in a number of areas of the store, so no two days will be the same. Whether it's filling shelves, serving on the tills, ensuring we have the right amount of stock or maybe picking deliveries ... the opportunities are endless, but everything you do matters ... ensuring our customers get everything they came for, served quickly and efficiently. Someone with a real can-do attitude who is passionate about delivering excellent customer service and willing to go the extra mile for our customers. Role Responsibility Responsible for the accurate picking and dispatch of goods by picking against a hand held terminal and advising Manager of any differences. Checking quality, shelf life and ensuring packaging is robust in preparation for Delivery. Responsible for providing a high standard of customer service by processing deliveries efficiently and to target. Being polite when dealing with delivery staff and responding appropriately to queries and complaints referring any complex situations to someone who can help. You will need A can do attitude and feel comfortable working to meet designated pick rates. A passion for customer service and be willing to go the extra mile when it comes to serving our valued customers. Always be there, on time and properly presented. Whats in it for you At Booker, along with being a great place to work and giving you an opportunity to get on in your career, we also offer the following fantastic package of benefits: A Booker colleague card with 10% off purchases at Booker and double discount events up to three times a year. After 3 months service, a Tesco colleague discount card with 10% increasing to 15% off most purchases at Tesco for a 4 day period after every four-weekly pay day, ie. thirteen times a year. In addition to 10% off at Tesco Cafe and 20% off all F&F purchases. 10% off pay monthly & SIM only deals with Tesco Mobile for yourself, along with further great deals through-out the year. Up to 30% off car, pet and home insurance at Tesco bank. Terms and conditions apply. Free eye test when you spend £50 or more. You can also save 30% when you spend £50 or more on glasses, prescription sunglasses and contact lenses. 50% off health checks at Tesco Pharmacy. Exclusive access to discounted RAC breakdown cover rates An exclusive deals and discounts website saving you money on everyday purchases including a cycle to work scheme. After 3 months service, you can join our annual Save As You Earn share scheme which allows you to buy Tesco shares in the future at a discount. Retirement savings plan (pension) - save up to 5% and Booker will match your contribution. Life Assurance - You are covered for death in service life cover of up to three times annual pay Health and Wellbeing support and resources including our 24/7, confidential Employee Assistance Programme for you and your family. A great holiday package About The Company Be part of something special. Join our team at Booker. Booker is the UK's leading food & drink wholesaler. We are privileged to serve independent retailers, caterers and small businesses, from locations across the country. Booker Group comprises of Booker Wholesale, Makro, Booker Direct, Classic Drinks, Ritter Courivaud and Chef Direct. Our customers include Premier, Family Shopper, Budgens and Londis retailers and we have one shared aim - improving choice, price and service for all our customers. Our business is incredibly diverse, so it takes a wide range of skills to deliver the exceptional service our customers require. Wherever you join us, you'll be part of an organisation that will help your career to keep moving forward. Booker Group is part of Tesco plc, however is operated separately from the core Tesco business and as such the benefits offered will be different from those offered at Tesco