Customer Experience Executive

TOGETHER FINANCIAL SERVICES LIMITED; Cheadle; On-site; GBP 20,000 - 30,000; Full time

Job summary

A forward-thinking company is seeking a Customer Experience Executive to join their Operations Collection Team. In this role, you will provide high-quality support to customers, ensuring their needs are met with compassion and understanding. You will be responsible for handling inbound calls, resolving inquiries, and identifying appropriate support for vulnerable customers. This position offers a chance to make a meaningful impact on customers' financial situations while working in a collaborative environment. If you are passionate about customer service and eager to contribute to a supportive team, this opportunity is perfect for you.

Benefits

26 days holiday plus bank holidays

Discretionary annual bonus

Matched pension contribution

Life assurance

Critical illness cover

Health cash plan

Private medical insurance

Free access to company holiday homes

Travel season ticket loans

Free local gym access

Qualifications

• Exceptional customer service and communication skills are essential.
• Experience in a call centre is required.

Responsibilities

• Handle inbound calls regarding customer accounts and arrears.
• Resolve customer inquiries aiming for first contact resolution.

Skills

Customer Service

Communication Skills

Call Centre Experience

Active Listening

Team Collaboration

Job description

Company Description

We're Together - the market leading property finance experts with an entrepreneurial spirit. Based in Cheadle, South Manchester, we've been established since 1974 and have built a team of over 750 colleagues who are passionate about supporting individuals and businesses achieve their property ambitions by making finance work for them.

We pride ourselves on our common-sense approach to lending and offer a range of mortgage and secured loan products to individuals and businesses who are typically underserved by mainstream lenders. Our customers are central to everything we do and we work hard to support them to turn challenges into opportunities which make our customers' property ambitions a reality.

We're looking for great people from all backgrounds and experiences who love working together and putting our customers at the heart of everything we do - and that starts with our brilliantly different team of people.

Job Description

As a Customer Experience Executive, you will be working as part of our Operations Collection Team. We are a customer-facing telephony team consisting of Collections, Recoveries, and Customer Support. You will be providing high-quality support to regulated and unregulated customers. Our aim is to understand a customer's circumstance and offer the appropriate support through exceptional customer service and treating customers with compassion.

As a Customer Experience Executive, we are looking for someone to:

1. Deal with inbound calls from customers relating to early and/or late stage arrears on regulated and unregulated accounts.
2. Display effective listening and questioning, understanding the root cause of a customer's financial situation and work with the customer to find the right solutions for their needs.
3. Resolve customer enquiries - aiming for first contact resolution to reach good customer outcomes.
4. Identify and resolve any customer complaints and escalate where appropriate.
5. Understand the needs of vulnerable customers and arrange the appropriate type of support.

Qualifications

Essential:

1. Exceptional Customer Service and Communication Skills
2. Call Centre experience
3. An empathetic approach to customers through active listening and effective questioning
4. A team player who works collaboratively and flexibly

Additional Information

Benefits working at Together:

1. 26 days holiday, and a day off for your birthday (increasing with service to 30 days), plus bank holidays
2. Buy & sell holidays
3. Discretionary annual bonus
4. Matched pension contribution
5. Life assurance
6. Critical illness cover
7. Health cash plan
8. Private medical insurance
9. Free access to company holiday homes
10. Travel season ticket loans
11. Ride to work scheme
12. Free local gym access
13. Local bar / restaurant discounts

Together Money embraces diversity and inclusion, and is proud to be an equal opportunity workplace. Not only do we welcome difference - we celebrate it, support it and really value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds, perspectives and skills.

We care that you have a great experience with us at Together; if you need us to make any reasonable adjustments to make your experience easier, please let us know and we'll do all we can.

Please note that all successful applicants will undergo relevant employment reference, financial and criminal record checks.