Customer Account Executive

Together; Cheadle; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading financial services company in South Manchester is seeking a Collections Specialist to provide high-quality support to customers facing financial difficulties. The role involves handling enquiries, understanding customer circumstances, and ensuring effective resolutions. Join a team dedicated to making financial ambitions accessible while enjoying a range of employee benefits.

Benefits

26 days holiday

Buy & sell holidays

Discretionary annual bonus

Life assurance

Critical illness cover

Health cash plan

Private medical insurance

Free access to company holiday homes

Travel season ticket loans

Ride to work scheme

Free local gym access

Local discounts at bars/restaurants

Qualifications

• Exceptional customer service and communication skills.
• Empathetic approach with effective questioning skills.
• Ability to work effectively under pressure.

Responsibilities

• Handle inbound and outbound calls related to arrears.
• Identify customer needs and resolve enquiries efficiently.
• Provide support for vulnerable customers.

Skills

Customer Service

Communication

Empathy

Attention to Detail

Active Listening

Job description

• Working Hours: Standard (09:00am-17:30pm)
• Department: Collections
• Office or Field Based: Office Based (Cheadle, SK8 3GW)
• Contract type: Permanent

Company Description

We are Together - Proud to be a Financial Services success story based in South Manchester. Established in 1974, we employ over 700 colleagues.

We are a specialist lender offering a range of mortgage and secured loan products to individuals and businesses, typically underserved by mainstream lenders. We aim to turn challenges into opportunities, making our customers' financial ambitions accessible.

With over 50 years of successful trading, Together has become a market leader through a common-sense approach to lending.

Job Description

As a Collections Specialist, you will provide high-quality support to our customers. Your goal is to understand each customer's circumstances and offer sustainable support for those in financial difficulties or experiencing vulnerabilities. You will handle inbound and outbound enquiries from customers at all stages of arrears.

Responsibilities include:

• Dealing with inbound and outbound calls related to early and late-stage arrears on regulated and unregulated accounts.
• Listening, questioning, and understanding the root cause of a customer's financial situation to identify their needs.
• Resolving customer enquiries efficiently, aiming for first contact resolution where possible.
• Identifying and attempting to resolve potential complaints.
• Understanding the needs of vulnerable customers and arranging appropriate support, including signposting to relevant organizations.

Qualifications

• Exceptional customer service and communication skills, with a focus on minimizing customer effort.
• A clear understanding of what constitutes good customer outcomes.
• An empathetic approach, active listening, and effective questioning skills.
• Excellent attention to detail.
• Ability to work effectively under pressure.

Additional Information

Benefits of working at Together include:

• 26 days holiday (increasing with service), plus bank holidays
• Buy & sell holidays
• Discretionary annual bonus
• Life assurance
• Critical illness cover
• Health cash plan
• Private medical insurance
• Free access to company holiday homes
• Travel season ticket loans
• Ride to work scheme
• Free local gym access
• Local discounts at bars/restaurants

Our commitment to sustainability: We have ambitious goals to protect the future for generations. Visit our Sustainability page for more information.

Diversity and inclusion: We embrace diversity and are proud to be an equal opportunity workplace. We celebrate differences and value our colleagues' unique backgrounds, perspectives, and skills.

Note: All successful applicants will undergo employment reference, financial, and criminal record checks.