Customer Support Advisor

Confidential; Manchester, Salford; On-site; GBP 21,000 - 30,000; Full time

Job summary

Ford Credit in Manchester is seeking a Customer Support Expert to be the first point of contact for customers and dealers, delivering outstanding service across multiple channels. You will handle inbound/outbound calls, respond to emails and provide proactive solutions while maintaining accurate customer records.

The role involves processing payments, offering settlement quotes, supporting end-of-contract activities, and assisting bereaved or distressed customers with care and empathy.

Qualifications

• Proven ability to listen to customer needs and respond with tailored solutions.
• Excellent verbal and written communication across channels.
• Comfort with handling multiple channels (phone, email, live chat, SMS).

Responsibilities

• Provide outstanding customer service via telephone for inbound and outbound calls.
• Handle customer enquiries via email and other channels; ensure positive experiences.
• Process payments and investigate payment-related issues including refunds.
• Provide settlement quotes and support end-of-contract processes.
• Assist customers with financial health and loss recovery enquiries and Bereavement support.
• Offer technical support for Ford Credit/Account Manager Online.
• Perform account administration tasks such as name/address changes and sending letters.

Skills

Active listening

Customer service

Communication skills

Multichannel support

Problem solving

Job description

Exciting new contract oportunity working for Banking services client based in Manchester

Description

Customer Support Expert (Contact Centre)

Position Overview:

As a Customer Support Expert in our contact centre, you will be the first point of contact for our Customers and Dealers. The primary focus of this role is to provide outstanding customer service via telephone, handling inbound and outbound calls. You will also be responsible for handling customer enquiries via email and other channels as needed, ensuring every interaction results in a positive experience. Position Responsibilities: Provide exceptional customer service while efficiently handling a variety of enquiries primarily through inbound and outbound calls within a contact centre environment. Respond to customer enquiries received through other channels including emails, live chat, SMS, and post. Achieve business targets by efficiently managing call volume and resolving customer issues effectively. Maintain accurate and up-to-date customer account records. Process customer payments made by debit/credit card and investigate payment-related issues, including refunds. Provide settlement quotes. Assist customers with financial health and loss recovery enquiries. Support customers through the end-of-contract process. Address and resolve customer dissatisfaction issues. Provide support to customers dealing with bereavement. Offer technical support for Ford Pass / Account Manager Online. Perform account administration tasks, such as name/address changes and sending letters/emails

Skills Required:

Demonstrate a deep understanding of customer needs by actively listening and offering a personalized approach to each interaction. Commit to ensuring customers receive the best possible outcome for their individual circumstances. Foster a positive customer experience that encourages customers to recommend Ford Credit. Embrace a positive attitude toward change, including business transformation, new technology, and systems. Exhibit a positive approach to providing excellent customer service and take ownership of resolving or escalating customer queries as needed. Maintain a focus on achieving personal and team objectives by delivering results. Demonstrate resilience and adaptability in a fast-paced contact centre environment. Possess strong communication skills, both written and verbal, with the ability to clearly and effectively communicate over the phone. Exhibit confident IT skills and the ability to learn and use a range of systems and applications after training. Demonstrate the ability to quickly acquire and apply new knowledge and skills through on-the-job training. Willingness to cross-cover within the business centre to support other teams as needed to maintain overall service quality.

Experience Required:

Desirable: Previous experience working in a customer contact centre environment