Customer Support Executive

Our client is looking for a Customer Support Executive to join a successful and expanding business in Redditch. They are looking for a customer focused candidate who can support heir customers with general enquires.
The objective of the role is to improve loan book performance through the effective use of arrears management treatments and techniques to support and guide customers towards maintaining repayments.
The role requires strong skills in both oral and written communication, with customer interaction via ‘phone, SMS, letter and email, along with the desire to be a proactive team player.
The Company is committed to delivering an exceptional customer experience by providing excellent personal service through assessing each customer’s individual circumstances and providing the most suitable solution whilst working within a regulated environment.
Customer Support Executive
Supporting customers from the onset of payment difficulties
Proactively contacting customers to discuss current arrears, including the effective use of outbound telephone calls, letters, emails and SMS to establish dialogue
Responding positively, empathetically and promptly to varied incoming customer contact, including telephone calls, email and letters
Providing solutions by negotiating tailored treatments for customers and to ensure the most appropriate solution is offered relevant to the severity of arrears and the customer’s circumstances, including options such as long term and short term arrangements
Completing Budget Planner income & expenditure assessments to demonstrate affordability of arrangements
Acting with sensitivity and recognition of customers in potentially vulnerable positions – mindful of the longevity of the circumstances and the solution
The successful Customer Support Executive will have the following skills and experience:-
Previous collections or debt management experience would be advantageous but not essential as they have a fantastic training programme.
Strong customer service skills ideally including negotiating skills and an empathetic nature
Good IT skills
In return you will expect to receive a basic salary of £25,000 with increases to £29,000 depending on you hitting certain objectives and criteria as you develop in the role.
Working hours are a 40 hour shift basis to cover the core business hours of 08:00 to 19:00 Monday to Friday plus 09:00 to13:00 Saturday (actual hours may vary and will be arranged according to business needs and priorities)
Holiday
25 days + bank holidays, increasing by 1 day for each 5 years continuous employment up to a maximum of 30 days.
If you think you have the skills and experience that my client is looking for then please do not hesitate to call Michelle Laight on (phone number removed) or alternatively click APPLY with your updated CV and I will be in touch soon