Job details

Customer Service Adviser (Financial Services)
Manchester

Job reference: 002716

Closing date: 04/04/2019

Salary: Up to £18,671 per annum depending on experience plus excellent benefits (Bonus up to £3,000 per year)

Department: Financial Services

Hours per week: 36.17

Did you know that N Brown not only sells great products, but we are also an FCA regulated business as we are able to offer credit to our customers. That's just one of the reasons why we place our customer at the heart of everything we do, especially at times which may be difficult for the customer. 

We are looking for experienced and compassionate Customer Service Adviser’s to join our Financial Services team here at N Brown. As our Customer Service Adviser, you will engage with our customers via the telephone and/or written communication and help support those customers who have fallen behind with their account payments. Demonstrating your great customer service experience, and skills, you will engage with our customers to effectively understand the cause and extent of their financial situation and then agree the most appropriate solution from a range of options available.

 Your primary focus will be to embody a professional, compliant and courteous approach on every call and within every written communication to all of our customers.

 

What you will be responsible for:

  • Understanding our customer’s needs and managing expectations while consistently ensuring we meet the commitment to our call quality framework to deliver an outstanding service.
  • Handling customer dissatisfaction in an appropriate and professional manner and adhere to our complaints / escalation process when needed.
  • Successfully manage your own productivity by following and adhering to work schedules which lead to achieving service levels and maximising contact requirements.
  • Complying with all appropriate regulatory and FCA guidelines which are pertinent to Customers, Colleagues and the Business.
  • Act as a role model for the business championing our vision and values at all times, demonstrating a professional approach to work.
  • Develop key working relationships with your colleagues both internally and externally, promoting the value of team work as a key component of our success.
  • Continually seek opportunities to improve and enhance the service we provide to our customers by identifying and sharing ways to improve the way we do things.
  • Adopt a flexible approach to work at all times, being prepared to undertake ad hoc duties which may be required to meet the ever-changing needs of our Customers and Business.

 

If you have the following skills, experience and passion then we want to hear from you:

  • Previous experience of working within a contact centre environment is essential
  • Experience of working within a Customer Recover/ Financial Services setting
  • Experience of communicating (verbally, written etc) confidently to both internal and external customers
  • Strong ability to multitask
  • Strong empathetic attitude 
  • Promblem solving skills
  • Great attention to detail

 

This role will work across a five-week rota with the following shift pattern:

2 x weeks 8:30am – 4:30pm

1 x week 9:30am – 5:30pm

2 weeks 10:30am – 6:30pm

 

INTERVIEWS WILL TAKE PLACE THURSDAY 28TH MARCH FROM 9:00AM

 

Employees in our business may have access to our customers’ personal data therefore for a number of our roles, offers of employment are subject to a satisfactory criminal record check. Having a criminal record will not necessarily prevent an individual from obtaining a position with N Brown Group.

 

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