Customer Experience Executive

Together - loans, mortgages & finance; Cheadle; On-site; GBP 20,000 - 30,000; Full time

Job summary

In einem dynamischen Team von Kundenserviceberatern suchen wir einen empathischen und kommunikativen Mitarbeiter, der in der Lage ist, die Bedürfnisse unserer Kunden zu verstehen und ihnen nachhaltige Unterstützung zu bieten. Diese Rolle erfordert exzellenten Kundenservice, aktives Zuhören und die Fähigkeit, in schwierigen finanziellen Situationen zu helfen. Sie werden Teil eines Unternehmens, das sich leidenschaftlich dafür einsetzt, das Leben der Menschen zu verbessern und ihnen bei der Verwirklichung ihrer Immobilienziele zu helfen. Wenn Sie ein Teamplayer sind, der Kunden in den Mittelpunkt stellt, dann ist dies die perfekte Gelegenheit für Sie.

Benefits

26 Tage Urlaub plus Geburtstag frei

Kauf- und Verkaufsurlaub

Discretionary annual bonus

Matching pension contribution

Lebensversicherung

Krankheitsabsicherung

Gesundheitsplan

Private Krankenversicherung

Zugang zu Unternehmensferienhäusern

Reise-Saisonkarten-Darlehen

Fahrrad zur Arbeit-Schema

Kostenloser Zugang zu örtlichen Fitnessstudios

Rabatte in lokalen Bars / Restaurants

Qualifications

• Hervorragende Kundenservice- und Kommunikationsfähigkeiten.
• Empathischer Ansatz und aktives Zuhören für Kundenbedürfnisse.

Responsibilities

• Bearbeitung von eingehenden und ausgehenden Anrufen zu Zahlungsrückständen.
• Identifizierung und Lösung von Kundenanfragen zur Erreichung von Lösungen.

Skills

Kundenservice

Kommunikationsfähigkeiten

Aktives Zuhören

Teamarbeit

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 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. We’re focussed on providing high quality support to regulated and unregulated customers. Our aim is to understand a customer’s circumstances and offer the appropriate sustainable support for customers in financial difficulties or who are experiencing in-life vulnerabilities. We achieve this through exceptional customer service, exercising common sense and treating customers with compassion.

As a Customer Service Advisor, we are looking for someone to:

• Deal with inbound and outbound telephone calls from customers relating to early and/or late stage arrears on regulated and unregulated accounts.
• Through effective listening and questioning, understand the root cause of a customer’s financial situation and work with the customer to find the right solution for their needs.
• Resolve customer enquiries to completion, aiming for first contact resolution where appropriate to reach good customer outcomes.
• Identify and attempt to resolve potential customer complaints and escalate where appropriate.
• Understand the needs of vulnerable customers and arrange the appropriate type of support, including signposting to organisations who can help.

Qualifications

Essential

• Exceptional customer service and communication skills, with a commitment to minimising customer effort.
• An excellent understanding of what a good customer outcome looks like.
• An empathetic approach to customers through active listening and effective questioning, coupled with a keen sense of business objectives.
• A team player who works collaboratively and flexibly within their own team and the wider operation to achieve business goals.

Additional Information
Benefits working at Together

• 26 days holiday, and a day off for your birthday (increasing with service to 30 days), plus bank holidays.
• Buy & sell 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.
• Ride to work scheme.
• Free local gym access.
• Local bar / restaurant discounts.

Together Money embraces diversity and inclusion, and are 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.