Specialist Money Adviser – Debt Advice Full Time

City, Birmingham
Page Personnel Secretarial & Business Support

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

Client Details

Specialist Money Adviser (inbound calls)

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

Description

The Role:

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

Key responsibilities and accountabilities:

Provision of advice

To provide tailored self-help and specialist money advice and support to clients, via telephone, email, letters, web chats, forums and other multimedia channels, and communicate with clients in a supportive, empathetic, non-judgemental manner, whilst ensuring that productivity and quality targets are met.

Communication

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

To collaborate effectively and professionally with colleagues across the organisation on issues arising and to participate in problem-solving.

Administration

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

To submit requests for planned leave in a timely manner to meet operational requirements for service delivery.

To create and maintain client records, ensuring information is appropriate and accurate at all times.

To adhere to internal processes for information management, ensuring that data is accurate and reliable.

To adhere to published work schedules.

Quality, compliance and risk

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 prepare and participate in coaching and support sessions and regular reviews, according to company procedures, as a basis for driving demonstrable improvement.

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

Take steps to address and minimise client complaints in accordance with agreed procedures.

General requirements

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

To promote services externally as and when required.

To undertake such duties as are appropriate to the role.

To show commitment to the vision and values of the Trust.

Profile

This is a rewarding opportunity that would suit people who are both resilient and are empathetic and have worked in a contact centre/call handling environment. My client is also looking for people who can demonstrate a steady work history.

This organisation provide very comprehensive training which takes 12 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 (Salary increases to circa £30,000 on completion of assessments after training)

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