Call Centre Agent

Our team is growing, we are developing a new team for a start up company.

The role of Collections at CRS is primarily to communicate with our customers via telephone and written communication methods. You will predominantly be dealing with customers in arrears and helping with general account queries such as balance requests or direct debit date changes. We strive to ensure that our customers receive a professional, compliant journey at all times therefore outstanding customer service skills are paramount. In addition, we look for people with great work ethics with the ability to be able to work to tight deadlines and communicate effectively at all levels. Within a regulated environment and fast paced department there are of course service levels, KPI’s and targets to be met which are all geared to meet our customers’ expectations whilst achieving the business goals.

The Role includes but not limited to;

• To speak to customers via telephone, written communications and/or any other digital methods introduced into the department / function to discuss account queries and repayment options
• Set appropriate, sustainable and compliant repayment arrangements
• To address failed arrangements in an appropriate and timely manner
• Address customer’s change of circumstances in line with company policy and procedures surrounding potentially vulnerable customers
• To liaise with other departments to ensure the customer receives the correct outcomes to collections issues raised
• General administration duties
• To adhere to the rules and guidelines as set out by the company and its regulators (FCA / ICO/ FLA)
• To address and raise any risks identified thought the course of the role and in line with company policy
• To assist in projects / mini initiatives within the collections function as advised by line manager
• Adhere to KPI’s set by the business
• Understand and adhere to departmental Service Levels (SLA)
• To meet individual and contribute to team targets
• To complete any reasonable ad-hoc requests
• To assist with the tracing function within the department where necessary

Skills and qualifications we need;

• Experience working in a call centre and FCA background ideally in hire purchase.
• Customer services and or debt management experience.
• You must be IT literate with experience of using Word and Excel.
• 5 GCSE's including Maths and English at C grade or above
• Customer Service skills - you will want to help people, be empathetic, sensitive and have a caring nature.
• Good written, numeracy and oral communication skills plus good attention to detail.
• Honesty and integrity.
• Team Player.

Hours - The Customer Service team are currently open to customers 8:30am to 6pm Monday to Friday and Saturday 9am-1pm.

Job Types: Full Time

Salary: up to £26,000.00 per year dependent on experience.

Benefits:

• On-site parking

Supplemental pay types:

• Bonus incentive

Ability to commute/relocate:

• Prescot, L34 4AR: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in Prescot, L34 4AR

Pay: Up to £26,000.00 per year

Benefits:

• On-site parking

Ability to commute/relocate:

• Knowsley L34 4AR: reliably commute or plan to relocate before starting work (preferred)

Work Location: In person