Customer Service - Epping

Posted 9 May by Coast Specialist Recruitment Easy Apply

A leading Lender is looking for a number of Customer Service individuals to provide customer service and assistant to the businesses customers with any questions and/or queries they have regarding their accounts.

The role will focus primarily on answering customer queries that are incoming through live chat relevant to the Customer Service department, this will include but is not limited to assisting customers to settle their accounts early, updating customer accounts with new details or communicating with customers in regards to grumbles and complaints.

Main duties:

  • Answering any customer queries regarding their account via phone, email and letter where necessary -IE: changing pay dates (may require asking the customer for proof of change).

  • Dealing with customers minor complaints in a quick and effective way, ensuring the outcome is in the best interest of both the customer and the company.

  • Taking payments from any customers due in the future.

  • Assisting customers that are in financial difficulty, this can include setting up affordable Repayment plans.

  • Dealing with customers refund requests and issuing them to the Customer service Manager to authorise.

  • Acting as the first point of call for customers.

  • Dealing with a large number of inbound calls, emails and Live Chat.
  • Responding to disputes from Credit Reporting Agencies.
  • Update all customer accounts with relevant information regarding live chat communications.

  • Work to continually improve on the quality of conversations over live chat always ensuring treating customers fairly is at the heart of all communications.

  • To achieve a higher customer satisfaction rating from live chat conversations.

  • To support the Customer Service department in daily duties.

  • Where necessary communicate with customers via help scout and telephone at a high level ensuring that the best customer outcome is achieved.

  • Work within the quality assurance guidelines and carry out the standard compliance checks that include but are not limited to data protection, calls are recorded.

Candidates will need to have the following attributes:

  • Excellent verbal and written communication skills.

  • Strong Customer Service Focus

  • Excellent Telephone Manner

  • Well motivated and proactive with the ability to work without supervision

  • A team player who can demonstrate initiative

  • High attention to detail

  • Approachable, empathetic and considerate

  • Strong knowledge of Microsoft Office (Excel and Word)

  • Strong organisational skills

  • Experience of working within the financial services sector with familiarity with the FCA is desirable but not essential.

  • Candidates who are degree-educated are of high interest.

  • GCSE grade C or above in English and Maths

For further information please contact Ella Britton

Required skills

  • Administrative
  • Complaints
  • Customer Service
  • Financial Services

Reference: 34284479

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