Customer Coordinator

JR United Kingdom; West Midlands Combined Authority; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

Une entreprise mondiale recherche un coordinateur client expérimenté pour une mission de 6 mois. Ce poste implique de gérer les interactions clients, en offrant un service exceptionnel dans un environnement financier. Une connaissance de la réglementation et une expérience en service client sont essentielles. Le travail offre de la flexibilité avec la possibilité de télétravail jusqu'à deux jours par semaine.

Qualifications

• Expérience antérieure en finance automobile et/ou environnement de service client.
• Capacité à établir des relations et à être compréhensif.
• Compétences organisationnelles pour prioriser et respecter les délais.

Responsibilities

• Gérer les appels entrants et sortants des clients à un niveau exceptionnel.
• Fournir un soutien aux clients en difficulté financière avec compréhension.
• Assurer la conformité avec les politiques et la législation.

Skills

Communication

Organisation

Compassion

Teamwork

Regulatory Awareness

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.