Customer Admin Support

Job Description

Job title: Customer Admin Support

Company: Brook Street

Job description: Job Description

Customer Support Admin

Salary to be disclosed at screening

Central Southampton

Are you passionate about helping people?

Do you have the ability to communicate effectively with customers and provide a great service?

Are you looking for a company where you can grow and have a clear route to develop?

Brook Street South Coast are pleased to be working with a highly successful financial services company who offer affordable consumer finance. Based in central Southampton, a stones throw from Southampton Central train station, our client offers an excellent working environment; a positive and friendly team and a real opportunity for career progression.

This company are going through a really exciting period of business growth and have a great reputation for providing an exceptional service which is proven by their 4.9 out of 5 score on Trust Pilot from over 25,000 happy customers. This is the high level they operate at and reflects their core values of being professional, ethical and transparent.

About the role

In this business, the Customer Admin Support Agents do not make any ‘cold calls’ or sales calls and therefore in this role your primary activity will be to engage with customers who are actively seeking to progress their online loan applications or current loan account management. You will be given the tools and training to provide exceptional service to customers and third parties reaching out to us via email, SMS and web chat.

Your role will also include managing the business’ customer service inboxes, completing administration requests and providing support to the rest of the Servicing Team.

In this position, it will be your responsibility to provide a first-class customer service experience in line with service level agreements, treating customers fairly and Financial Conduct Authority (FCA) guidelines.

This will include:

Communication: Primarily email and web chat communications to customers and some third-party companies (debt management, insolvency firms etc.), however, communications are based on our customers’ needs and sometimes include SMS and liaising with internal and external phone teams.

Managing existing loan accounts: Rehabilitating and collecting payments which also proactively identifying issues, establishing and implementing solutions and answering/actioning any queries

Tailored support: Confidently helping those in vulnerable situations by providing support and personalised solutions, whilst accommodating any individual needs. Training for this would be provided if needed!

The hours will be 37.5 per week, working shifts from 08:00 – 16:30 Monday to Thursday, with at least one late shift per week (finishing between 6:30pm to 8pm) and 08:30 – 17:00 Fridays

Who’s right for the job?

The ideal candidate will have excellent communication skills, clear, confident and professional telephone manner, strong objection handling skills and the ability to excel under pressure.

As a key member of a dynamic team, the successful candidate will likely have a background in customer service, ideally with phone based experience in a fast paced target driven environment.

Experience of working under treating customers fairly or data protection guidelines or from an FCA regulated or financial services industry role will be an advantage for this role.

Skills crucial to success in this role:

• Excellent communication skills with the ability to deal with customer enquiries efficiently and effectively
• A team player who can work well alongside others in a lively environment – personable with a good sense of humour.
• A confident, self-motivated individual with strong business and organisational skills
• Ability to excel under pressure and when working to tight deadlines, yet capable of demonstrating initiative, producing results and making sound decisions
• Ambition to progress and enthusiasm for learning and development
• Great attitude with the genuine desire to help people.
• Unquestionable integrity
• Excellent IT skills, including Microsoft Office, and quick to learn new software systems.

What’s in it for you?

If you’re successful you will join an award-winning company with a great reputation and an excellent working environment. They have friendly staff, opportunities to progress and supporting management. Incentivised and not pressurised to succeed, you will be looked after by this company.

The culture is a friendly one, relaxed but professional, and encourages individual and team achievement and career progression.

In addition, amongst other benefits, you will receive:

• 22 days holiday + bank holidays (rising by one day after each year completed up to 25days)
• Company bonus scheme
• Casual dress policy
• Pension scheme
• Access to Perkbox on successful completion of probation.
• Life cover (4x Basic salary)

Let’s get started!

This role is available for a January 2024 start and interviews will be arranged as soon as possible. Generally, this will involve an initial phone call followed by a face to face interview if successful.

For more information or a detailed job specification, please contact Ben at Brook Street South Coast or apply now to send your CV.

Expected salary:

Location: Southampton

Job date: Fri, 15 Dec 2023 05:13:15 GMT

Apply for the job now!