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Milton Keynes, Buckinghamshire
Altitude-Recruitment Limited
Pay rate: £12.00 per hour PAYEStart: ASAPDuration: 6 months initiallyLocation: Tongwell (2 days in the office, 3 days from home)The main purpose of the role is to establish a customer’s intentions as they near the end of their finance contract, helping facilitate an efficient end of contract experience. This may be through the return of the vehicle or arranging a continuance of contractual obligations. The process is co-ordinated via both telephone and email, and can involve multiple parties.Operational Excellence Responsibility to gain customer intentions for their finance contract at the end of the agreement Respond efficiently and professionally to incoming customer contact and provide one stop resolution for customers and internal staff Respond efficiently and professionally to administrative tasks relating to maturing contract queries Complete end of contract processing relevant to customer intention, including Refinance, Contract Extensions, and Maturity Checks. Being skilled to respond to customer queries in line with operational service levels Answering queries in respect of products and services and be able to investigate the queries on the various IT systems used throughout the Company Taking ownership and working within guidelines to resolve customers’ and other departments queries on maturing contractual matters, including the provision of end of contract information and assistance in helping customers understand their maturity options. Record all queries and action points on the relevant system Adhering at all times to the General Data Protection Regulations, and Consumer Credit Act Prioritise and organise work to make outbound calls to ensure clear communication to customers Pass & maintain relevant accreditation/compliance/ knowledge to the desired standard e.g. FCA, GDPR, Money Laundering, SAF, ECCD, Code of Conduct, Anti-bribery and corruption Ensure company standard of communication with customers (internal and external) reached on all calls adhering to strict targetsReview and Reply to Indicate (Customer Feedback) Reviews Maintain the First Class Finish inbox providing a great quality of service for all queriesKEY SKILLS/KNOWLEDGE/EXPERIENCE Key behaviours: Must be ambitious, driven and committed to delivering team and personal objectives, whilst maintaining a culture of excellence and improvement. An open-minded mentality which demonstrates a respectful and courteous approach to all colleagues and all customers. Consistently self-motivated with the ability to work within a pressurised environment Enthusiastic to embrace ownership of problems and resolve them to a positive conclusion within critical time frames Must be able to demonstrate strong attention to detail within processing and communications GCSE or equivalent English Language and Mathematics is preferable Previous customer service experience with effective telephone skills is desirable
