Customer Support Account Manager

Are you an experienced Customer Support Account Manager looking to join a small and friendly Finance team based in Northamptonshire?
This business a close-knit bunch of collaborators and they need an organised, customer focused team player to support their vulnerable customers. This role will suit you if you can build rapport with customers easily and really go about problem solving and decision making with empathy, thoughtfulness, and kindness.
What you’ll be doing:
This role helps ensure that all customers, including the most vulnerable are supported in the best way. Specifically, you will be:

• Understanding customer circumstances and needs, to ensure they are always supported and protected from emotional, physical, mental, or financial harm.
• Responsible for managing your own ledger of customer agreements and ensuring SLAs are met.
• Inbound / outbound call handling for Customer Support ledger and Credit Control.
• Ensuring affordable repayment plans can be put in place and managed responsibly.
• Identifying when a customer’s agreement is no longer affordable, providing accurate information to the customer so they understand their options.
• Ensuring all customer outcomes are fair, reasonable and in the customer’s best interest.

What we look for:

• Emotional Intelligence and ability to identify vulnerable customers and their support needs to prevent any risk of harm.
• Resilience – to bounce back after a difficult call.
• Understanding of forbearance options including assessing income and expenditure and offering appropriate options to customers.
• Proficient use of Microsoft Office
• First-class communication and interpersonal skills via phone email and digital comms.
• Excellent attention to detail, the ability to plan, organise and work with initiative.

What’s on offer:
The environment has a real family feel, the team are super supportive, and their people love working there.
Salary between £25-£28,000 depending on experience, annual bonus, study sponsorship, plus £200 per year to spend on non-work-related development! Plus, with hybrid working on offer, enhanced holiday allowance, free onsite parking, lovely local walks to enjoy on your lunch break, an excellent pension scheme, amazing company events, and an engaging and collaborative working environment, why wouldn't you apply?!
Apply using our easy online form to tell us about yourself, your experience and ambitions. We can’t wait to hear from you!