Key skills
Communication
About this role
Role Overview
- Speak with customers in a professional and compassionate way
- Help customers understand their options and agree on realistic payment plans
- Handling inbound and outbound calls to customers
- Contacting customers who have outstanding debt on their account
- Assist customers by ensuring they are back on track with outstanding payments
- Setting up payment plans for customers
- Setting up Direct Debits
- Calculating outstanding debt amounts
- Taking payments from customers
- Taking customers through their account, providing a breakdown of their account
- Explain debt to each customer and how this is made up and what is outstanding/owing
- Taking customers through steps to get their account back up to date and on track
- Trying to avoid customers being disconnected by offering solutions to make payments
Requirements
- Previous experience working in similar environment and ideally within a customer collections role
- Able to work comfortably to targets
- Being highly methodical with a thorough attention to detail
- Strong communication skills and the ability to build rapport with all callers
- Having excellent organisational skills
- Having the ability to work to stringent customer service SLA’s and KPI’s
- MS Excel skills
- Showing excellent PC and data entry skills with the ability to use multiple systems at any one time
- Bringing a proactive attitude with the ability and ambition to develop role in the future
Benefits
- company matched pension
- life assurance
- high street discounts
- refer a friend & earn scheme
- 22 days holidays plus bank holidays
- Opportunity to buy additional holidays
- Access to Wrkit – giving you access to Lifestyle Savings, Discounts on Learning Courses & Tailored Lifestyle plans to support your Wellbeing
- Cost of eyecare vouchers for eye examinations and money towards glasses if required
- Access to Capita pension scheme
- Access to Employee Assistance Programme
- Life Assurance Benefit
- Cycle2Work Scheme