Customer Coordinator

JR United Kingdom; Chester; On-site; GBP 25,000 - 32,000; Full time

Job summary

A leading company seeks an experienced customer coordinator in Chester for a 6-month contract. The role involves providing exceptional support to customers during financial difficulties and maintaining compliance with regulations. The position offers flexibility in working arrangements, with potential remote days and structured working hours.

Qualifications

• Previous experience in motor finance and/or customer service.
• Experience with the regulatory framework of the Financial Conduct Authority.

Responsibilities

• Handle inbound and outbound calls from customers.
• Respond professionally to customer emails and maintain accurate records.
• Provide support to vulnerable customers and ensure policy compliance.

Skills

Communication

Organisational Skills

Team Player

Compassion

Multitasking

Job description

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Our global client requires an experienced customer coordinator to join their team for a minimum period of 6 Months.

Main Responsibilities:

• Handle inbound and outbound calls from customers to an exceptional standard.
• Respond professionally to customer emails and letters.
• Maintain accurate records of interactions, applications, and transactions.
• Provide support to customers who are in financial difficulty, challenging personal circumstances, or who are vulnerable with compassion and understanding.
• Ensure compliance with policies and relevant legislation, especially around forbearance and vulnerable customers.
• Liaise with External Partners that support our client in the collection of arrears and the disposal of assets when they are returned or repossessed.
• Identifying and referring any agreements that may potentially involve Fraud and tracing of Customers who have been reported as Gone Away.
• Achieve a high pass rate on quality assurance conducted on your interactions.

Qualifications, skills, and experience:

Required:

• Previous experience in motor finance and/or a customer service environment.
• Great communicator with the ability to build relationships, being compassionate and considerate.
• Good organisational skills, with the ability to prioritise, multitask and meet deadlines, which can come with an element of working under pressure.
• Strong team player.
• Awareness of the Financial Conduct Authority’s regulatory framework and Consumer Duty.

This role is subject to satisfactory references to include a DBS Check and Financial Check.

Whilst there is no contractual right to work from home, the flexibility our client offers is that you can request to work from home 2 days per week, again providing there is no business requirement to attend the office.

The working hours are 35 hours 9-5, Monday to Friday. There is the option to take a 30-minute lunch over 4 days, so that the fifth day will be a 2 pm finish.

This early finish will vary to ensure that there is good resource coverage within the team.

There is also a requirement to work one in every 3 to 4 Saturdays and 1 to 2 bank holidays per year, with a day taken off in lieu during the week.