Customer Experience Executive

Customer Care Agent

Salary: £20000 to £22000 with annual bonus and benefits

We’re Together, proud to be a Financial Services success story based in South Manchester. Our team of over 700 colleagues is continuing to grow, and we are delighted to be 34th in the 2018 Sunday Times Best 100 Companies to Work For.

Lending year-in, year-out for over 40 years’ we’ve grown into one of the finance industry’s best-kept secrets. We play our part to turn challenges into opportunities that make our customers’ financial ambitions accessible. We understand that for our business to grow, our people must grow.

To deliver high levels of service so that customers’ needs are met and delivery of appropriate customer outcomes.

Through positive engagement ensuring the customers are at the heart of what we do, aiming for first time resolution and positive customer experience.

Responsibilities:

• Present a professional image of the company to deliver positive customer experience throughout the customer journey
• Be clear and transparent in all communication with customers to ensure they understand the current situation in order to demonstrate TCF principles
• Responsible for working in adherence to all policies and procedures in order to deliver compliant customer outcomes
• Constantly strive to improve the customer experience by challenging existing processes and practices and recommending change where appropriate.
• Manage vulnerable customer cases in order to ensure the most appropriate support is provided
• Identify and accurately record any complaints received from customers and achieve first time resolution
• Responsible for identifying and reporting any incidents of breaches of operational processes and policies
• Effectively communicate with customers in order to maintain relationships and provide positive customer experience
• Efficiently and accurately respond to customer written requests in order to meet their expectations within service level agreements
• Responsible for accurately updating and amending the customer account ledgers

Skills & Experience:

• Experience within an office based Customer Service environment
• Experience working towards telephone based KPIs
• Strong communication skills
• Excellent attention to detail
• Strong literacy and numeracy skillGood multi-tasking skills
• Flexible approach & ability to adapt to change
• Organisational skills

Nice to have skills and experience:

• Experience within the Financial Services industry
• Secured Lending experience

Together is a specialist lender which offers residential and commercial mortgage loans to niche market segments underserved by mainstream lenders. Together has established itself over 45 years of successful trading as a leading finance provider, thanks to its common-sense approach to lending.

We offer a range of company benefits, including 25 days holiday which can be flexed up/down, pension, life assurance, critical illness cover, health cash plan, private medical insurance, regular team/individual incentives, travel season ticket loans, Ride to Work scheme, free gym access and local bar/restaurant discounts.

Please note that all successful applicants will be subject to a Criminal Records Bureau check, a credit check and a Fraud Prevention database check.