Customer Service Advisors

To energetically and enthusiastically work as part of a high performing Customer Operations team, through direct customer and field agent contact who consistently puts our customers first and builds their trust. You will also be working on the inbound customer team handling inbound Customer Service calls with some element of task work. Speaking to a wide range of customers, helping and assisting them becoming debt free. Influence and aid reduction of debt at risk by spending sufficient time to investigate, analyse & validate a variety of complex work.

• Responding to all customer contact (whether direct or via our field agents) in a professional and courteous manner (as guided by the Audit Quality Framework).
• Pro-actively seeking to identify the best solutions for each customer, taking into account their Ability to Pay & Fair Payment Outcomes.
• Delivering a service where empathy and building rapport are central, that will delight our customers.
• Using questioning and listening skills to fully understand customer circumstances, including any vulnerability there may be in the household.
• Using system/tools (e.g. Kraken) to ensure effective resolution of customer issues.
• Help reduce the bad debt book through collection and future proofing of debt.
• Recognising dissatisfaction, taking appropriate action to help our customers, following the Handle with Care process.
• Focusing on obtaining and updating accurate data gathered through customer contact.
• Highlighting any issues that impact on our ability to deliver for our customers and helping to create the solutions.
• Willingly sharing best practice with peer group to ensure activities are completed using the most effective methods of working.
• Adhering to compliance, regulatory, health and safety policies.
• Ensuring all my actions and behaviours treat our customers fairly and comply with regulations.
• A passion for delivering an exceptional customer experience.
• Resilient and excited to solve complex problems.
• Good English skills both written and verbal.
• A committed team player
• Ability to think on your feet in a fast-paced environment.
• Confidence in making important decisions.
• Drive to identify and implement change.
• Commitment to provide an outstanding customer journey.

Essential

• Demonstrate and role model best in class Customer Service.
• Demonstrate strong communication skills - listening, empathy, building rapport with customers and influencing.
• Demonstrate strong decision-making skills using listening and questioning to take all aspects into account.
• Take on board feedback from coaching and actively work to improve performance.
• Must be fully flexible and able to work between the hours of 8am-6pm Monday to Friday, 8am-2pm Saturday in line with business requirements.
• Making sure you understand any regulations, policies and processes which relate to the job role and provide fair outcomes when giving service to our customers.
• Hybrid working (2 days in the office, Trinity House, Nottingham)

Desirable

• Credit Operations background, skilled in debt negotiation conversations.

Knowledge of Regulatory policy relating to the installation of Prepayment meters or potential disconnection of supplies.

Good PC skills and working knowledge of MS Excel, Word.

A wide understanding of the different business areas and ability to learn new processes quickly.

Rullion celebrates and supports diversity and is committed to ensuring equal opportunities for both employees and applicants.