Contact Centre Adviser - Remote Working

Job Ref: JO-2105-16172
Sector: Office
Job Type: Temporary
Date Added: 04 May 2021
  • Oxfordshire OX4 1AB Oxford Oxfordshire South East OX4 1AB
  • £10.57 per Hour
    HOUR
  • Blue Arrow
  • 01865 728 362
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Location: Remote working any location

Rate: £10.57/hr

Contract Length: 6 months contracts but could be
extended (approved for 12 months)

Hours: Mon-Fri 8am & 8pm + Sat 9am-5pm, Min 2
Saturdays per month

Training: 6 weeks Monday to Fri 9am to 5pm

Equipment

  • Laptop will be provided
  • Monitor, keyboard and mouse will be provided
  • Will need sufficient space for equipment
  • Will need reliable broadband / wifi connection

Purpose of the Role

In line with our Clients launch of a new centre of
excellence in Financial Support, we are looking for people to support customers
and make a real difference to those in challenging financial situations. This
role isn't what you have pictured in your mind when you hear the word
"collections", we help our customers in getting the right solution in place to
get their financial wellbeing back on track. This is a Front Office role, which
means that you will deal with both inbound and outbound queries from customers
who are having difficulties with either their Mortgages, Credit Cards, UPL's
and/or bank accounts.

It is our job to:

  • Provide an excellent service and support our
    customers through this difficult time
  • Ensure we find the right outcome for their
    individual situation
  • Help customers repay their arrears in the
    shortest, most affordable and sustainable timeframes.
  • You will deal with different customers all with
    varied circumstances personal to them that may cause them to have difficulties
    financially, such as relationship Break up, going Self Employed and awaiting
    income, Illness, Furlough, Holidays (over commitment), Unemployment, Interest
    Rate Changes

Whilst the above are common changes in circumstances it is
not an exhaustive list, nor do the above impact customers in a similar way, we
must treat all our customers as individuals. This is when your role is key as
you will be gaining a clear understanding of the customer's circumstances. We
do this by enquiring into the customers past, present and future circumstances

Contact Centre Advisor Responsibilities:

Whilst you will be part of a team, you are responsible for
your customer. The outcome of your conversation depends on your ability to
obtain sufficient information through clear fact finding and effective
questioning skills to get the most detail from the customer so that we can help
them. You'll be looking to gain the right outcome whilst displaying empathy,
active listening and the ability to digest the information provided.

What we require from you:

  • Experience of working within a call centre,
    contact centre or any customer service environment
  • Experience within Collections would be
    advantageous
  • Excellent listening and communication skills
  • Ability to build and deepen customer
    relationships; ability to treat each customer as an individual and deliver a
    tailored response
  • Strong team ethos and ability to work well as
    part of a team
  • Problem-solving skills to identify and resolve
    issues; The confidence to think on your feet and the flexibility to adapt to a
    wide range of responsibilities

*Hours of Work* 35hr per week Shifts between Mon-Fri 8am & 8pm + Sat 9am-5pm, Min 2 Saturdays per month

Please call 01865 728 362 to apply

Blue Arrow
04/06/2021 13:46:18
GBP 10.57 10.57

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