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Digital Correspondence and Customer Care Administrator

Posted 6 February by Lowell Group Easy Apply Featured Ended

At Fredrickson we have a rare and exciting opportunity to join our Customer Management team. In this role you will deal with Sensitive Cases, Dispute Resolution and communicate client responses to customers by all communication channels.

In this role you would support the operations functions to meet their objectives. Your typical day would be busy and varied and would include the following:

  • To respond to customer communications by email, web messaging, letter and any other communication method as required
  • All communications must be dealt with in an articulate, professional and polite manner in accordance with FCA, CSA, debt collection guidelines, the lending code and other such industry code of practice, including in house policies and procedures
  • To offer assistance to customers in relation to payment methods available, dispute resolution, customer voice resolution and general query management
  • To verbally communicate client responses in a professional manner to customers and authorised 3rd parties
  • To cover overflow calls from all departments within the call centre environment
  • To deal with Disputes and Sensitive Cases as required
  • To develop an understanding of enhanced customer experience and assist in root cause analysis
  • Have the ability to recognise complaints and refer such accounts to the complaint handling team as required
  • Demonstrate a good all round knowledge of computer systems

To be successful in this role, you will have experience within a debt collection environment and have experience of different modes of customer contact such as web chat, email.

You would also bring the following skills to the role:

  • Time management and organisational skills - ability to prioritise tasks quickly and efficiently
  • Excellent interpersonal and communication skills
  • Team work - ability to work successfully with other members of your team
  • Proven ability to work on own initiative without supervision
  • High personal and work standards - attention to detail and accuracy of records
  • Intermediate level of computer literacy
  • Ability to ensure that data is processed correctly and kept confidential at all times
  • Ability to work under pressure and in a demanding environment
  • Ability to follow instructions
  • High level of written and oral communication (e.g. GCSE English would be highly desirable)

If this sounds like you, we'd love to hear from you. In return we offer a competitive base salary, annual bonus, flexible benefits and excellent career progression opportunities.

Required skills

  • customer
  • organisational
  • communication
  • experience
  • collections
  • client
  • Permanent
  • contact
  • web
  • debt
  • FCA
  • complaint
  • CSA
  • disputes
  • centre
  • vulnerable
  • vulnerability
  • Lowell Group
  • Annually
  • Specialist Support Agent
  • Call Centre & Customer Servi

Reference: 34409342

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