Customer Service Advisor – Debt Advice Full Time

City, Birmingham
Page Personnel Secretarial & Business Support

Permanent position with good progression opportunities for a Debt Advisor Based in a Birmingham contact centre environment. Excellent benefits.

Client Details

My client is a charitable organisation who provide advice to people struggling with debt. They are currently recruiting for 16 debt advisers for their contact centre in Birmingham.

The Role:

To provide advice and assistance to clients with debts across a range of delivery channels, as required.

Description

Job Purpose

To offer advice and assistance to clients with low priority debt issues via the telephone and act as a Triage service for experienced money Advisers.

Key Responsibilities and Accountabilities

Provision of advice

To provide basic money advice via telephone, electronic and written channels, and communicate with clients in a supportive, empathetic, non-judgemental manner, whilst ensuring that productivity and quality targets are met.

Communication

To communicate clearly, accurately and succinctly with clients to ensure a first class service is delivered.

To deliver advice in an empathetic manner and have the ability to build trust with our clients.

To collaborate effectively and professionally with colleagues across the organisation.

To participate actively and effectively through internal communication channels, including regular 1 to 1 discussions, QM feedback and team meetings etc. as required.

Administration

To ensure all required paperwork is completed accurately, comprehensively and in compliance with quality audit requirements and agreed time-scales.

To maintain records and assist with the collection of statistics by creating new database records and updating existing ones where appropriate.

Quality, compliance and risk

To identify CitA queries which fall outside of the scope of the service and refer them back to their local bureau.

To identify cases where a debt solution may be appropriate, such as a Debt Management Plan (DMP), Debt Relief Order (DRO), Individual Voluntary Arrangement (IVA) etc., exploring all relevant options with clients, and in compliance with FCA regulations

To send a Debt Management Pack to suitable clients.

To onward refer any complex money advice related issue(s) which clients raise that the Triage team are unable to answer.

To take responsibility for personal technical development, proactively addressing knowledge gaps, to ensure that you are technically proficient in the role.

To take steps to address and minimise client complaints

General requirements

To uphold good practice and implement the Trust’s policies, procedures and quality systems.

To undertake such duties that are appropriate to the role.

To show commitment to the vision and values of the trust. Version 3 Triage Money

Profile

This is a rewarding opportunity that would suit people who are both resilient and are empathetic. Ideally you will have have worked in a contact centre/call handling environment – however, applicants from other backgrounds will also be considered. My client is also looking for people who can demonstrate a steady work history.

This organisation provide very comprehensive training which takes 6 weeks. Due to the training my client will only be able to interview/offer the role to people who are happy to commit to not taking any annual leave during this period.

Job Offer

Special Conditions: Flexible shifts, on rota basis, to cover service hours

(9:00am to 8:00pm; Monday to Friday weekdays; 9:30am to 1:00pm Saturday, subject to review)

Start Date 1st June 2020

Salary £21,504

Pension,

Generous annual leave entitlement

Range of Benefits

To apply for this position please submit your current CV. Successful applicants will be contacted by phone