Job Description

Job Specification

Position: Customer Support Advisor

Location: Chester

Hours: 37.5 Hours per week Monday - Friday between 8am-6pm

Contract: Permanent

Salary: \xc2\xa325,000 PA + Company Benefits

HRGO are currently seeking a Customer Support Advisor to join my client based in Chester Business Park. You will be required to assist the Customer Support Team in managing the portfolio of vulnerable customers. You will have the ability to engage, empathise with and develop ongoing relationships with customers are key required skills to best support them through a difficult time.

Responsibilities

Protecting and enhancing customer and company interests by using active questioning and listening techniques to determine customers financial and personal circumstances

Identifying customer needs and responding to them, ensuring all relevant facts and information is gathered, to ensure the most appropriate outcome for the customer.

Handling each call in a professional manner and having the ability to show empathy and sympathy as required

Identifying and supporting our vulnerable customers and providing an empathetic approach to their sensitive and unique situations. Working with them to reach a mutually acceptable solution utilising appropriate guidance provided

Negotiating affordable re-payment plans

Using negotiation and persuasion skills to gain customer commitment

Ensuring that all interactions with customers are recorded and updated accordingly on the relevant system, adhering to all relevant processes and procedures, to enable accurate and factual data and to make sure our customer\'s information is protected at all times

Delivering exceptional customer service through every customer interaction utilising specialist knowledge, skills, and experience to deliver industry leading customer outcomes (full training provided)

Supporting the team by providing help, guidance, and feedback to others, sharing best practice and seeking out opportunities for continuous improvement

Identify vulnerable consumer accounts which need escalation to Senior Management for bespoke outcomes. Liaise with Senior Management to facilitate providing these outcomes

Skills/Experience

Similar experience of working in a similar based role

A resilient and unwavering customer focus, with the ability to handle queries of a sensitive and challenging nature

Ability to communicate information clearly, concisely, and accurately, typically verbally, but also written

Positive and enthusiastic approach

Strong interpersonal skills and an excellent telephone manner

Good problem solving and analytical skills

Empathetic nature

Due to the nature of the role, these will be subject to a DBS and Credit Check.

Should this role be of interest please call me on 0151 347 1110 or email Laura.Burtenshaw@hrgo.co.uk

HR GO