Payments Specialist / Customer Service Advisor
Location: Romford
Starting Salary: £25,000 (Plus excellent bonuses and benefits package)
Hours: Monday – Friday 8:00am – 8:00pm (40 hours a week), rotational shifts with potential Saturdays
Benefits:
- Bonuses on Top of Your Salary: Bonuses to recognise and reward your achievements.
- Growing Team & Support: Be part of a dynamic, supportive team that’s expanding and thriving. You’ll always have the backing you need to succeed.
- Training & Development: Your growth is our priority. We provide comprehensive training and ongoing development opportunities to help you reach your full potential.
Our client is a fast-growing specialist in their field and is currently seeking a strong Collections Specialist who can bring their skills to the team and grow within the company. This is a key customer-facing role, predominantly telephony-based, assisting clients and their customers in finding the right solutions to their queries.
Daily Duties:
- This role involves significant customer interaction, primarily through telephone communication, to help manage outstanding bills and arrears.
- You will assist our field agents in setting up and agreeing on payment plans, as well as processing payments from customers.
- Operate in a contact centre environment handling both inbound and outbound calls.
- Handle incoming calls from clients’ customers, discussing and arranging suitable resolutions based on their personal circumstances and client criteria.
- Provide support to customers in difficult situations, often requiring empathy, especially when speaking with vulnerable individuals or those facing challenging circumstances.
- Assist clients’ customers with general inquiries and liaise with field agents to support on-site customer interactions.
- Make outbound calls to establish contact with clients’ customers and discuss their financial situations.
- Update the relevant CRM systems with detailed information from calls, including resolutions, meter readings, and vulnerability details.
- Collaborate directly with clients to determine the appropriate resolutions for their customers.
- Manage calls within the company’s agreed quality framework.
- Drive personal performance to meet and exceed targets.
This position requires strong communication skills, particularly in demonstrating empathy and understanding when dealing with customers in vulnerable situations or under stress. The ability to manage sensitive conversations effectively is crucial to success in this role.