Customer Service Advisor

Link Financial Group; Caerphilly; On-site; GBP 26,000 - 29,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Service Advisor to join their team in providing exceptional service. This role involves supporting customers in managing their loans and ensuring they receive fair treatment. The company offers comprehensive training and a supportive environment to help you thrive in your career. With a focus on customer satisfaction, you will play a key role in developing sustainable repayment strategies and addressing customer queries. If you are passionate about helping others and are eager to grow professionally, this opportunity is perfect for you.

Benefits

25 Days Holiday + Bank Holidays

Discretionary Annual Performance Bonus

Pension Scheme - 8% Contributions

Employee Assistance Programme

Life Assurance (4 x Annual Salary)

Season Ticket Travel Loans

Learning and Development Opportunities

Friendly and Relaxed Atmosphere

Social Events and Charity Fundraising

Discounts on Retailers

Qualifications

• Passion for great customer service and a commitment to helping customers.
• Experience in telephony, data entry, and administrative management is desirable.

Responsibilities

• Support customers with managing and repaying their outstanding balances.
• Handle customer queries, take payments, and provide fair solutions.

Skills

Customer Service Experience

Good Verbal Communication

Good Written Communication

Numeracy Skills

Problem-Solving Skills

Education

GCSE Level in Maths and English

Tools

Multiple Computer Systems

Job description

As a Customer Service Advisor, you will be given the tools and training to provide exceptional service to all customers, ensuring you establish the customers financial and personal circumstances to allow you to provide sustainable repayment strategies based on the customer’s needs, whilst ensuring that we achieve a fair outcome for the customer.

We are looking for passionate, committed, and dedicated people to join our team and want to be part of helping our business thrive by giving the best service to our customers and clients.

This is a fantastic opportunity to join a diverse and inclusive company that can help you develop your career and reward you for your hard work.

Job Role

In this role you will be supporting customers with the management and repayment of their outstanding balances.

• In this role you will be supporting customers with the day to day management of their loans.
• You will be part of our dedicated team talking with our customers on the phone.
• You will be dealing with customer queries, taking payments, and supporting customers who may find themselves in financial difficulties.
• You will provide the best service to all the customers that you speak with - ensuring they are treated fairly, they are listened to, and every effort is made to reach the right solution for their circumstances.
• Accurately update our systems following each customer interaction using the systems in place.

Experience

We welcome applicants with customer service experience from industries such as Contact Centre, Retail or Hospitality backgrounds but we do not insist on prior experience as we give you adequate training when you join as well as ongoing training to help you in your role and to progress your career with us. We just ask that you have a passion for great customer service and have a passion to do a great job!

We would be looking for the following skills/qualifications:

• Educated to GCSE level (or equivalent) grade C or above in Maths and English (desirable)
• Customer service experience (desirable)
• Experience in telephony, data entry and administrative management of customers (desirable)
• Good verbal and written communication skills to speak positively and clearly with customers and colleagues
• We use a few computer systems so being able to use multiple computer systems is key.
• Good numeracy skills to identify, set up, calculate the best payment plan for customers where relevant
• Experience in following procedures or policies
• Problem-solving skills to provide the best solution for the customer and the business.

Role Package

Hours of Work: Full time permanent contract working are 37.5 hours per week paid monthly.

The business hours are 08:00am-6:00pm Monday - Thursday. Friday 08:00am-5:00pm and you would only be asked to work 1 in 4 Saturdays 09:00-12:30pm. When you work a Saturday, you will have the following Friday off.

We provide a range of benefits that are designed to support our employees across their health, finances, and lifestyle. Some of our benefits are listed below:

• Salary: £26,000.00 to £28,500.00 per annum (depending on experience)
• 25 days holiday + bank holidays + a Birthday Day off! (pro-rata for part-time)
• Discretionary annual performance bonus scheme
• Purchase additional holiday scheme of up to 5 days
• Pension Scheme - 8% total pension contributions
• Employee Assistance Programme for you and your family, including virtual GP service, counselling, get fit programmes and more
• Life assurance (4 x annual salary)
• Season Ticket Travel Loans
• Enhanced Maternity and adoption pay
• Voluntary employee benefits such as Health Plans, Gym Discounts, Restaurant Discounts, Will writing services
• Discounts and cashback on thousands of retailers
• Friendly, relaxed atmosphere with modern facilities
• Social events during the year, regularly fundraise for our chosen charities, and have recognition schemes in place that reward our employees for being great team members
• Learning and Development opportunities to help you progress in your career.