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Customer Service Specialist

West Midlands
£20,000 to £21,000
Job Type
5 Sep 2022
Role: Customer Service Specialist Location: Coventry (CV5) Salary: up to £21,000 Hybrid working 3 days a week at home There is an opening for a Customer Service Specialist to join a growing team, which is offering an opportunity for someone with inbound Customer Service experience or transferable skills Duties for the Customer Service Specialist: Accountable for the prudent and responsible consideration of loan applications Accountable for providing a great experience to customers across all servicing channels- phone, chat, Freshdesk, Facebook, manual post & website. Responsible for seeking to improve the customer experience Responsible for encouraging customer adoption of digital channels. Make lending decisions, up to the value set by your limits of authority, taking into account the relevant risk level and company policies Process online loan applications and communication of those decisions to the customers Operate across all servicing channels- phone, chat, Freshdesk, Facebook, manual post & website to respond to and resolve customer enquiries Encourage and educate customers to support the adoption of digital channels. Manually fulfil cards, manage top ups, cancellations and lost/ replacement items. Manually open and respond to post regarding debt management companies, county court judgements, eligible loan deduction scheme responses and IVAs Management of customer payment cards database on the systemExperience required for the Customer Service Specialist: Experience of front line Customer Service work (This can be hospitality, retail, call centre etc)Skills needed for the Customer Service Specialist: Passion to deliver and improve customer experience and ways of working Strong communicator with an ability to relate to people from all backgrounds and offer appropriate solutions. Attention to detail- ability to work in a methodical and routine manner with excellent attention to detail Ability to work effectively under pressure and remain focused at all times Ability to maintain self-motivation and work well on their own initiative Able to work collaboratively with others in a culture of continuous improvementThis is a full time position of 35 hours per week and the normal office hours are between: Monday to Friday 09:00am to 18:00pm The post holder will be required to work in the office 3 days per week 09.00am-17.00pm or 10.00am - 18.00pm
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  • Job Reference: 704907010-2
  • Date Posted: 5 September 2022
  • Recruiter: Walters People
    Walters People
  • Location: West Midlands
  • Salary: £20,000 to £21,000
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent