Customer Coordinator

JR United Kingdom; Stoke-on-Trent; On-site; GBP 23,000 - 30,000; Full time

Job summary

A leading global client is seeking an experienced customer coordinator for a 6-month role in Stoke-on-Trent. Key responsibilities include managing customer interactions, providing support to vulnerable customers, and ensuring compliance with financial regulations. Ideal candidates should have a background in motor finance or customer service, strong communication skills, and the ability to work effectively under pressure.

Qualifications

• Previous experience in motor finance or customer service.
• Great communicator with relationship-building skills.
• Ability to prioritize and multitask under pressure.

Responsibilities

• Handle inbound and outbound customer calls to a high standard.
• Support customers in financial difficulty with compassion.
• Maintain accurate records of all interactions and transactions.

Skills

Communication

Organizational skills

Team player

Job description

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.