Customer Service Advisor, Shelby Finance

Job content

Shelby Finance

We are a well-established, innovative and customer focused consumer finance business: we’re growing our Contact Centre Customer Service team and have excellent opportunities available for people who share our passion and commitment to providing a friendly personal service to our customers.

Working both from your own home and from the office in Nottingham, you will be the first point of contact for our customers and will spend your time on the phone, talking to our customers and developing relationships, resolving a variety of customer queries, and ultimately contributing to delivering a first-class customer service.

We offer clear career development schemes aimed at e mpowering and rewarding people for their performance and for providing a friendly and personal service to customers. Your structured career development pathway scheme will start you on a salary of £18,500, with the opportunity to increase up to £21,000: all we ask from you is that you deliver outstanding customer service and meet agreed service levels.

To help you feel at home 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 home. All interviews and hiring practices will take place online.

Benefits

• Salary £18,500 with a structured career development path which rewards you for your performance. This scheme starts at £18,500 and can increase to £21,000 upon hitting the agreed set of KPIs over a specified period of time
  
• 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
  
• 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, P erkbox 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!
  
  

Key Responsibilities

• Manage a mix of customer calls from both internal and external customers
• Build positive customer relationships through the use of personalised conversations and attentive listening skills
• Resolve all customer enquiries at the first point of contact
• Ensure all information obtained through customer communication is accurately logged
• Maintain internal customer relationships
• Meet Contact Centre standards, KPI’s and service levels
• Contribute to the department’s success of achieving service levels
• Contribute ideas for the overall improvement of the service we offer to customers
• Ensure the day-to-day delivery of the six defined fair customer outcomes across all business functions
• Ensure compliance with policies and procedures
• Adhere to professional conduct standards
• Adhere to call company policies and procedures
• Embrace and implement a culture that places the customer at the heart of all decision processes (TCF)
  
  

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.