Customer Engagement Advisor

☞ Shelby Finance Limited

View: 107

Update day: 07-05-2024

Location: Newark-on-Trent East Midlands

Category: Consulting / Customer Service IT - Software

Industry: Financial Services

Position: Associate

Job type: Full-time

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Job content

We are growing our Customer Service team and looking for people who share our passion and commitment to providing a friendly personal service to our customers.

Working from your our own home and the office, as the first point of contact for our customers, you will spend your time on the phone, talking to customers who have fallen behind with their repayments. You’ll use your listening and relationship building skills to understand customer situations and find the best outcome, and ultimately contribute to delivering a first-class customer service.

Joining Shelby Finance as a Customer Engagement Advisor is an excellent opportunity to be part of a team that offer clear career development schemes aimed at empowering and rewarding people for their performance and for providing a friendly and personal service to customers.

To help you feel at home from the minute you join us, we will invite you to our in-house induction program, which will help you to understand our business and our people in a fully supported environment. Once you are confident and familiar with how we do things, we will set you up to work from. All interviews and hiring practices will take place online.



Key responsibilities


  • You will be responsible for engaging with customers who have fallen behind with their repayments. You’ll speak to customers on the phone and find an individual solution for them by listening and understanding their needs. You will help them find the right way forward - whether that’s agreeing a repayment plan, directing them to free debt advice, or by providing breathing space.
  • If you spot a vulnerable customer, you will give them expert support by providing extra help.
  • You’ll take care to find out what matters to customers and do your very best to answer all their questions, and if you don’t know the answers, you’ll pass them to an expert who does.
  • You’ll commit to learning about a variety of products and processes, so you can respond to queries quickly whilst striving to become better every day.
Hours

We’re open for our customers from 8am-7pm weekdays and 9am-2pm on Saturdays. Our working hours reflect that:
  • You’ll work 37.5 hours a week, on an 3 week rolling rota shift basis. Over the 3 weeks, you’ll normally be required to work 1 Saturday.
Benefits
  • Opportunity to join a growing financial company undergoing significant digital diversification
  • A combination of home based work, and some office based work from our Nottingham Contact Centre - next to the Phoenix park tram stop with free onsite parking and excellent public transport links.
  • Digitally enabled company who will provide you with an online working community and social events
  • Salary £20,000
  • Great incentives such as life assurance (4x salary),health cash plan, pension up to 7 % matching contribution, 25 days holiday, option to buy and sell holidays, Perkbox membership providing 200 perks, discounts and freebies….
  • But more importantly you will be part of a professional team who genuinely believe in putting the customer at the heart of everything we do!
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Deadline: 21-06-2024

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