business development Manager

Canada Life Limited; Bradley Stoke; On-site; GBP 25,000 - 35,000; Full time

Job summary

A financial service provider is seeking a Customer Contact Advisor to join their Secured Lender Services team in Bradley Stoke, UK. In this role, you'll serve as the first point of contact for customers dealing with sensitive issues, such as mortgage arrears. This position offers a chance to track performance using KPIs, implement tailored training for team members, and provide valuable insights for overall customer satisfaction. Enthusiastic candidates with a strong customer service background are encouraged to apply.

Benefits

Competitive salary

Pension contributions matched up to 6.5%

24/7 confidential wellbeing support

Qualifications

• Experience in customer service, particularly in sensitive situations.
• Strong analytical skills to interpret KPIs.
• Ability to work effectively in a team environment.

Responsibilities

• Track performance across a large team of agents using KPIs.
• Create and implement training plans for team members.
• Analyze methods contributing to performance success.

Skills

KPI Tracking

Team Training

Customer Feedback Implementation

Job description

Customer Contact Advisor – Secured Lender Services

Monday to Friday, every 6 weeks a Saturday shift (day to take in lieu). Your new role.

• Use KPIs and targets to track progress across the team of 100+ agents.
• Implement 1‑to‑1 training plans to develop customer service skills of individual team members.
• Provide advice and insights into methods which are leading to overall performance success.
• Host huddles and team discussions to analyse team understanding of their role.
• Implement changes based on customer feedback and call insights.

Our client is looking for a Customer Contact Advisor to join their Secured Lender Services team. You’ll be the first point of contact for customers of regulated mortgage lenders, helping people in sensitive situations such as mortgage arrears or the risk of…

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• Bonus scheme with potential to earn up to 30% monthly.
• Free shares awarded to all employees.
• Free onsite parking and electric vehicle charging points.
• Car salary sacrifice scheme.
• Generous holiday allowance of 23 days plus bank holidays, rising to 25 with service.
• Pension contributions matched up to 6.5% and life cover up to four times your salary.
• 24/7 confidential wellbeing support for you and your family.

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