Customer Experience Executive

Together; Cheadle; On-site; GBP 22,000 - 27,000; Full time

Job summary

A leading company is seeking a Customer Service Advisor to join their Operations Collection Team. This role focuses on supporting customers experiencing financial difficulties through excellent service and effective communication. Ideal candidates will demonstrate empathy and a commitment to delivering positive outcomes for vulnerable clients.

Qualifications

• Exceptional customer service and communication skills.
• Clear understanding of good customer outcomes.
• Empathetic approach with active listening skills.

Responsibilities

• Handling inbound and outbound calls regarding customer accounts.
• Understanding root causes of financial situations to find solutions.
• Resolving inquiries efficiently for positive outcomes.

Skills

Customer service

Communication

Empathy

Active listening

Effective questioning

Job description

As a Customer Service Advisor, you will work as part of our Operations Collection Team. We are a customer-facing telephony team consisting of Collections, Recoveries, and Customer Support. Our focus is on providing high-quality support to both regulated and unregulated customers. Our goal is to understand each customer’s circumstances and offer sustainable support for those in financial difficulties or experiencing in-life vulnerabilities. We achieve this through exceptional customer service, exercising common sense, and treating customers with compassion.

Responsibilities include:

• Handling inbound and outbound calls related to early and late-stage arrears on regulated and unregulated accounts.
• Using effective listening and questioning to understand the root cause of a customer’s financial situation and working with them to find suitable solutions.
• Resolving customer inquiries efficiently, aiming for first contact resolution to ensure positive outcomes.
• Identifying and escalating potential complaints appropriately.
• Understanding the needs of vulnerable customers and arranging suitable support, including signposting to relevant organizations.

Qualifications

Essential:

• Exceptional customer service and communication skills, with a commitment to minimizing customer effort.
• A clear understanding of what constitutes a good customer outcome.
• An empathetic approach, active listening, effective questioning, and alignment with business objectives.
• Ability to work collaboratively and flexibly within the team and wider organization to achieve goals.

If you possess some of these skills but not all, we encourage you to apply. We are happy to discuss your suitability for the role further.

Additional Information:

• We celebrate diversity and are committed to equal opportunity employment.
• If you require reasonable adjustments during the application process, please let us know.

Note: All successful applicants will undergo employment reference, financial, and criminal record checks.