Collections Advisor

Bicester, UK | Infrastructure
Back to jobs overview

Supports a customer centric culture by having effective conversations to create an affordable and sustainable payment solution that is best for both the customer and the company. Works in a fast-paced call centre environment to address and resolve customer issues via all channels in collaboration with the team.  Delivers against KPIs by taking ownership and supporting continuous improvement. 

Key tasks

  • Proactively identifies the reasons for arrears and takes ownership of resolving customer queries promptly, through various channels, to enhance the customer service experience  
  • Treats customers as individuals by listening and having quality conversations to establish the situation. Works with the customer to create a manageable and mutual solution to suit the customer and business. 
  • Demonstrates emotional intelligence through self-control and resilience. Able to handle difficult calls, through influencing, assertive negotiation and conflict resolution skills 
  • Conduct desktop research that identifies more accurate customer contact details, investigate customer liability and usage queries 
  • Accurately records and logs interaction with customers and updates account information  
  • Works with management to maintain best practices for effective communication with customers 
  • Maintains knowledge of updated company processes and policies 
  • Meets regularly with line manager to give feedback to help improve customer service, response time and the staff experience 
  • Willing to learn to apply company policy and process to customer solutions 
  • Supports the company ‘one team’ culture 

 

Role details

Reports to: Head of Collections
Full time
Permanent
Salary: £20-25k