Contact Centre Advisor

Frasers Group; Clayton-le-Moors; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading retail financial services provider based in Clayton-le-Moors is seeking a Collections Advisor. In this role, you'll assist customers with missed payments, providing empathetic support to help them minimize their arrears. The ideal candidate will have good communication skills, the ability to work in a fast-paced environment, and a desire to help others. The position offers a competitive benefits package and flexible shifts designed to support work-life balance.

Benefits

Gym membership discounts

Wellbeing support program

Peer recognition scheme

Access to Retail Trust charity services

Qualifications

• Experience in Financial Services or Customer Service is beneficial.
• Able to deliver in a fast-paced environment.
• Must listen effectively and remain calm under pressure.
• Proficient in IT and teamwork.

Responsibilities

• Review accounts and assist customers with missed payments.
• Build rapport and offer support to minimize arrears.
• Work within company and regulatory guidelines.

Skills

Excellent communication skills

Ability to build rapport

Attention to detail

Self-motivated

Job description

At Frasers Group we’re rethinking retail. Through digital innovation and unique customer experiences, we’re serving our consumers with the world’s best sports, premium and luxury brands globally. As a leader in the industry, we’re elevating the retail experience for our consumers providing flexible and convenient ways to pay across our collection of established brands, including Studio, Sports Direct, FLANNELS, USC, Frasers, and GAME

Frasers Group Financial Services is the next chapter of elevation for the Frasers Group.

We fear less and do more. Our people are forward thinkers who are driven to operate outside of their comfort zone to change the future of retail, embracing challenges along the way. The Operations team is at the forefront of delivering the best experience to our customers and enabling further growth across the business. The potential to elevate your career is massive, the experience unrivalled.

Why join us?

Our vision – we are elevating the lives of the many with access to the world’s best brands and experiences

Through ‘Frasers Plus’ we’re innovating the financial services market by providing a range of flexible ways for our customers to pay, to access the best brands and experiences across the Frasers Group and our nominated partners.

Frasers Group Financial Services Is Committed To Delivering a Positive Colleague Experience And To Be Able To Make The Most Of It You Need To Immerse Yourself Into Delivering On Our Principles

• Think without limits - Think fast, think fearlessly, and take the team with you
• Own it and back yourself - Own the basics, own your role and own the results
• Be relevant - Relevant to our people, our partners and the planet

Are you ready to join the Fearless?

Job Description

At FGFS, we are constantly evolving to meet our customers’ needs and we now have opportunities for Collections Advisors, based in Clayton-le-Moors, Accrington.

Our Contact Centre Advisors are responsible for reviewing accounts and contacting customers across multi channels (Web chat, email and telephony) who have missed payments to talk them through the different financial options that are available to them.

As a Contact Centre Advisor, you will build rapport with our customers, going the extra mile to ensure empathy and compassion is portrayed in a professional manner. Speaking with customers to understand their situation, you will offer support to help minimise their arrears and help them get back on track with their payments. Our Collections Advisors work within our company and regulatory guidelines to maintain high standards and to provide the best possible outcome and experience for our customers.

As you gain experience in the role you will become multi skilled in each element of our contact centre operation.

Hours of work

40 hours per week on a 4 weekly rota basis.

Shifts between 8am - 8pm including weekends.

Qualifications

• Experience of working within a Financial Service or Customer Service environment would be beneficial but not essential
• Ability to deliver in a fast-paced target driven environment
• Excellent communication skills both written and verbal
• Ability to listen and build rapport quickly and effectively
• Ability to remain calm and professional at all times
• High attention to detail
• Self-motivated and able to work as part of a team
• IT literate

Additional Information

As FGFS is within a regulated environment, any offer is subject to satisfactory background checks including criminal record check, credit check, and employment references.

Along with your benefits package we also offer a wide range of perks for our colleagues:

Reward, Recognition and Opportunities

Frasers Champion

Our employees are at the heart of our business and we ensure individuals are recognised every single month for their hard work. Frasers Champion is a peer nominated scheme where 8 winners will receive double their pay for a month where they have thought without limits, owned it or been relevant.

Employee Welfare

Frasers Fit

Our Everlast Gyms Team are on a mission to make our workforce the best, and fittest on the planet! We run free gym classes for employees as well as discounted memberships to our clubs. Frasers Fit is our wellbeing programme which aims to support and improve colleagues Physical, Financial & Mental wellbeing. The app is accessible for every employee and includes training, nutrition and lifestyle advice- all completely free.

Retail Trust

We know that its not just about physical health, mental wellness is equally important which is why all of our employees get free access and support from the Retail Trust charity. This includes a 24 hour wellbeing helpline, wellness hub, counselling and financial/legal support.

What’s next?

Our Recruitment Team will be reviewing applications and all candidates will receive a response, whether you are successful or unsuccessful. Shortlisted applicants may be asked to confirm a few key details before being booked in for a first stage interview with the Recruiter– this will be behaviourally focussed and centred around how you align with our Culture and Values. If successful we anticipate two further interview stages with the Hiring Manager/wider team which will be more technically focussed and could include a presentation/task so we can see your skills in action.