Customer Care Agent

Davies Group; Sunderland; On-site; GBP 40,000 - 60,000; Full time

Job summary

A customer service company is seeking a Customer Care Agent in Sunderland to handle inbound and outbound calls, resolve customer queries, and manage payment plans. The ideal candidate will have excellent communication skills, experience in customer service, and a flexible approach. This position offers the opportunity to deliver empathetic support to customers in financial difficulty while meeting performance targets.

Qualifications

• Previous experience in customer service or collections environment is required.
• Flexible approach and commitment to continuous improvement is essential.

Responsibilities

• Deliver accurate and professional customer service across all interactions.
• Handle inbound and outbound calls, including queries, complaints, and payment arrangements.
• Manage arrears and repossessions on Hire Purchase agreements.
• Ensure compliance with company policies and regulatory standards.
• Maintain detailed records and manage customer expectations effectively.
• Achieve agreed performance targets and objectives.

Skills

Excellent verbal and written communication skills

Computer literacy

Problem-solving skills

Ability to work under pressure

Understanding of CCA, SOGA, and FCA regulations

Job description

About the Role

We are looking for a Customer Care Agent to join my clients dynamic team dedicated to delivering excellent customer outcomes. In this role, you will handle inbound and outbound calls, resolve queries, manage payment plans, and provide empathetic support to customers in financial difficulty.

What You’ll Do

• Deliver accurate and professional customer service across all interactions.
• Handle inbound and outbound calls, including queries, complaints, and payment arrangements.
• Manage arrears and repossessions on Hire Purchase agreements.
• Ensure compliance with company policies and regulatory standards.
• Maintain detailed records and manage customer expectations effectively.
• Achieve agreed performance targets and objectives.

What We’re Looking For

• Excellent verbal and written communication skills.
• Computer literacy and ability to learn new systems quickly.
• Previous experience in customer service or collections environment.
• Problem-solving skills and ability to work under pressure.
• Understanding of CCA, SOGA, and FCA regulations (desirable).
• Flexible approach and commitment to continuous improvement.