Customer Account Manager

Made Employment Ltd; Greater London; Hybrid; GBP 24.000 - 32.000; Vollzeit

Benefits dieser Stelle

Hybrid work

Guaranteed WFH day

Performance-based extra remote days

Zusammenfassung

Made Employment Ltd is seeking a Customer Account Manager to take ownership of customer accounts, including those in arrears, and help customers find fair, sustainable repayment options while delivering first-class service.

You'll work in a hybrid environment with one guaranteed day working from home each week and potential for two additional remote days based on performance, in a structured, regulated setting.

Qualifikationen

• Experience in customer service or telephone-based roles is essential.
• Experience in debt collection or negotiation is a bonus.
• Hybrid working environment with a home-working option.

Aufgaben

• Speak with customers by phone and written communication to resolve outstanding balances.
• Agree affordable repayment plans tailored to individual circumstances.
• Set up payment options such as Direct Debits or prepayments.
• Handle sensitive conversations with empathy, professionalism, and confidence.
• Identify and support vulnerable customers, including signposting to relevant support services.
• Keep accurate records across multiple systems.
• Work closely with clients and field teams to achieve the best outcomes.
• Meet performance and quality targets while delivering excellent service.

Kenntnisse

Confident communicator

Empathetic

Organised

Attention to detail

IT literacy

Jobbeschreibung

Are you looking for a role where you can make a real difference while building a rewarding career in customer management? Our client supports customers through challenging financial situations—helping them find realistic, manageable solutions while delivering a first-class service to our clients.You'll be part of a supportive team, with opportunities to develop your skills in negotiation, customer care, and account management—all within a structured and highly regulated environment.Hybrid working that rewards you : You'll benefit from 1 guaranteed day working from home each week, with the opportunity to earn up to 2 additional remote days based on your performance—giving you flexibility while recognising your achievements.Shift Pattern Monday to Friday 8am to 4pm

About the RoleAs a Customer Account Manager, you'll take ownership of customer accounts, working closely with individuals who may be in arrears. Through meaningful conversations, you'll help customers find fair and sustainable ways to resolve their accounts.This is more than just a call-handling role—you'll be building trust, showing empathy, and making a genuine impact on people's situations while achieving positive outcomes for both the customer and the business.What You'll Be DoingSpeaking with customers via phone and written communication to resolve outstanding balancesAgreeing affordable repayment plans tailored to individual circumstancesSetting up payment solutions such as Direct Debits or prepayment optionsHandling sensitive conversations with empathy, professionalism, and confidenceIdentifying and supporting vulnerable customers, including signposting to relevant support servicesKeeping accurate, clear records across multiple systemsWorking closely with clients and field teams to achieve the best outcomesMeeting performance and quality targets while delivering excellent serviceWe're looking for people who are :Confident communicators who can handle a variety of customer situationsEmpathetic and respectful, especially when dealing with sensitive circumstancesMotivated by targets and achieving resultsOrganised, with strong attention to detailComfortable using IT systems and working in a fast-paced environmentCustomer Account ManagerExperience in customer service or telephone-based roles is essential. Experience in debt collection or negotiation is a bonus—but not required, as we'll support your development.What Makes You a Great FitYou stay calm under pressure and approach challenges positivelyYou can balance customer care with achieving outcomesYou're proactive, team-focused, and always looking to improveYou take pride in doing things the right wayWhat You'll Get in ReturnA supportive team environment where your contribution mattersThe chance to develop valuable, transferable skillsPerformance-based flexibility with hybrid workingA role where you can genuinely help people and make an impact

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