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Customer Service Advisor

Posted 8 March by Step Change Debt Charity Easy Apply Ended

Customer Service Advisor

Location: Chester, CH1 2BE

Salary: £20,155 per annum

Monday to Friday 12pm to 8pm

Fixed Term Contract – 18 months - The start date for this job is 8th May 2018

About the company:

Here at StepChange Debt Charity we help people get their finances back in shape and their lives back on track. This is what makes us the UK’s leading debt charity.

Duties of the Customer Service Advisor:

  • Provide a telephone or web based service for clients accessing the charity
  • Effectively validate, gather and analyse information provided by a client in order to help them deal with their priorities and to provide them with a solution to allow them to deal with their situation for themselves on an ongoing basis
  • Use effective listening and negotiation skills to develop and agree realistic client budgets that fully reflect the client’s situation and best advice
  • Present all solutions by describing the advantages and disadvantages according to the clients personal situation and to make a recommendation based on this information
  • Ensure that all advice and solutions are presented in accordance with the charity’s policies and procedures and in line with advice Session Quality Standards (and thereby compliant with FCA and Debt Management directives)
  • Maintain accurate and meaningful client records (budget sheet, permanent notes etc) and to provide this information confidentially and in accordance with the Data Protection Act
  • Undertake own self development by keeping up to date with changes in advice and legislation, current policies and procedures and all internal practices in order to provide our clients with accurate information
  • Signpost our clients, where appropriate, to our own internal departments (additional services etc) or external partners in order for them to get the best possible solution to their problems
  • Participate in activities and workshops to improve the business processes and debt advice practices
  • Adherence to FCC’s policies and procedures
  • Take responsibility for own personal development
  • Support other areas of the charity as required and actively take part in any other duties commensurate with the role.

Requirements of the Customer Service Advisor:

  • Previous customer service experience
  • A working knowledge of MS Word is required and the ability to use e-mail
  • Telephone and customer contact experience
  • Experience of working in a client focused environment
  • Dealing with complex queries
  • Ability to quickly analyse complex problems and provide easily understood solutions
  • Excellent communication skills are required along with the ability to negotiate effectively with third parties
  • Must have the ability to empathise with clients whilst retaining an objective and realistic approach to individual circumstances.
  • Ability to work effectively under pressure and to strict deadlines
  • Reliable, flexible and responsive with the ability to react to changing customer service demands
  • Deals with customers in a polite, friendly and positive manner

Customer Service Advisor benefits:

  • 24 days holiday per annum with the ability to buy and sell annual leave
  • Childcare voucher scheme
  • Season ticket loans
  • Cycle to work scheme
  • Group personal pension plan
  • Westfield Health cash plan
  • Employee assistance programme
  • Financial planning

If you meet the requirements and feel that this Customer Service Advisor contract is right for you then please apply today!

Reference: 34640744

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