Customer Service Executive

Confidential; Tadworth; Hybride; GBP 30 000 - 36 000; Plein temps

Avantages offerts par ce poste

Holiday allowance

Pension scheme

Life assurance

Employee assistance programme

Learning and development opportunities

Wellbeing initiatives

Cycle-to-work scheme

Additional employee perks

Résumé du poste

Office Angels is seeking a Customer Outcomes Executive in Tadworth with a strong background in customer service, collections or financial services. The role focuses on delivering excellent customer outcomes, supporting customers in financial difficulty, and building sustainable repayment arrangements.

It is a permanent, full-time position with hybrid working options and a generous benefits package. Ideal candidates will have experience in regulated environments, strong communication skills, and

Qualifications

• Experience in customer service, collections or financial services.
• Understanding of delivering positive customer outcomes in a regulated environment.
• Strong communication and interpersonal skills.
• Empathetic with vulnerable customers.

Responsabilités

• Support customers experiencing financial difficulty, helping them find appropriate and sustainable solutions.
• Manage customer accounts and queries efficiently, ensuring excellent service levels.
• Establish affordable repayment arrangements based on individual circumstances.
• Handle conversations with empathy and professionalism when dealing with vulnerable customers.
• Ensure activities comply with Consumer Duty and regulatory standards.
• Maintain accurate customer records, payment arrangements and account updates.
• Investigate and resolve queries while delivering fair outcomes.
• Collaborate with internal departments for a consistent customer-focused approach.
• Identify opportunities to improve processes and enhance customer experience.
• Contribute to projects and continuous improvement initiatives.
• Stay up to date with industry regulations and best practices.

Description du poste

Customer Outcomes Executive

Location: Tadworth (Hybrid Working Available) Salary: Competitive + Excellent Benefits Benefits: Generous holiday allowance, pension scheme, life assurance, employee assistance programme, learning and development opportunities, wellbeing initiatives, cycle-to-work scheme and additional employee perks. Hours: Full-time, Monday to Friday. Permanent position. Ideal candidate will have experience within customer service, collections or financial services, with a strong focus on delivering excellent customer outcomes and supporting customers experiencing financial difficulties.

Key Responsibilities

• Support customers experiencing financial difficulty, helping them find appropriate and sustainable solutions.
• Manage customer accounts and queries efficiently, ensuring excellent service levels at all times.
• Work with customers to establish affordable repayment arrangements based on individual circumstances.
• Handle conversations with empathy, professionalism and sensitivity, particularly when dealing with vulnerable customers.
• Ensure all activities comply with Consumer Duty requirements and relevant regulatory standards.
• Maintain accurate customer records, payment arrangements and account updates.
• Investigate and resolve customer queries and concerns while delivering fair and positive outcomes.
• Collaborate with internal departments to ensure a consistent and customer-focused approach.
• Identify opportunities to improve processes and enhance customer experience.
• Contribute to departmental projects and continuous improvement initiatives.
• Keep up to date with industry regulations, policies and best practice.

Requirements

• Previous experience within customer service, collections, arrears management or financial services.
• Strong understanding of delivering positive customer outcomes in a regulated environment.
• Knowledge of Consumer Duty principles and their practical application.
• Excellent communication and interpersonal skills.
• Ability to build rapport and engage empathetically with customers facing financial challenges.
• Strong organisational skills and attention to detail.
• Experience using CRM systems and customer databases.
• Self-motivated with the ability to work independently and as part of a team.
• Strong time management skills and the ability to thrive in a fast-paced environment.

Office Angels is committed to equal opportunities and welcomes applications from all suitably qualified candidates regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.

Office Angels is an equal-opportunities employer who puts expertise, energy and enthusiasm into improving everyone's chance of being part of the workplace.

We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. By showcasing talents, skills and unique experiences in an inclusive environment, we help individuals thrive.

If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Office Angels UK is an Equal Opportunities Employer.

Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.