Customer Service Specialist

 

Main characteristics

Location

Nottingham, Nottinghamshire

Company

Rullion Limited

Employment type

Contract

Category

Customer Services

Job summary

Job Title: Customer Service Specialist

Duration: 12 months

Job Type: Contract, potential to be made permanent

Location: Nottingham

Pay Rate: £11.43 per hour PAYE

Working Hours:

For your first 2 weeks, you will be in classroom based training full time Monday - Friday, 9am - 5pm.

Following training, you will be required to be fully flexible and work on a rota basis full time:

Monday - Friday, 8am - 6pm

Saturday 8am - 2pm

Role Overview:

We are looking for Customer Service Specialists to join our clients Field Debt Solutions team based in Nottingham.

You will energetically and enthusiastically work as part of a high performing Customer Operations team, through direct customer and field agent contact, consistently putting customers first and building their trust.

You will also be working back office tasks, and this is to influence and aid reduction of debt at risk by spending sufficient time to investigate, analyse & validate a variety of complex work.

Key Responsibilities:

Responding to all customer contact (whether direct or via our field agents) in a professional and courteous manner (as guided by the Audit Quality Framework).
Pro-actively seeking to identify the best solutions for each customer, taking into account their Ability to Pay & Fair Payment Outcomes.
Delivering a service where empathy and building rapport are central, that will delight our customers.
Using questioning and listening skills to fully understand customer circumstances, including any vulnerability there may be in the household.
Using system/tools (e.g. ICE, Kraken) to ensure effective resolution of customer issues.
Using Collect to complete warrant tasks on a daily basis keeping the Reps supplied with work out in the field which is a vital part of this role.
Help reduce the bad debt book through collection and future proofing of debt.
Recognising dissatisfaction, taking appropriate action to help our customers, following the Handle With Care process.
Focusing on obtaining and updating accurate data gathered through customer contact.
Highlighting any issues that impact on our ability to deliver for our customers and helping to create the solutions.
Willingly sharing best practice with peer group to ensure activities are completed using the most effective methods of working.
Adhering to compliance, regulatory, health and safety policies.
Ensuring all actions and behaviours treat our customers fairly and comply with regulations.Qualifications and Experience:

Essential

A passion for delivering an exceptional customer experience.
Resilient and excited to solve complex problems.
Good English skills both written and verbal.
A committed team player
Ability to think on your feet in a fast-paced environment.
Confidence in making important decisions.
Drive to identify and implement change.
Commitment to provide an outstanding customer journey.
Demonstrate and role model best in class customer service.
Demonstrate strong communication skills - listening, empathy, building rapport with customers and influencing.
Demonstrate strong decision-making skills using listening and questioning to take all aspects into account.
Take on board feedback from coaching and actively work to improve performance.Desirable

Credit Operations background, skilled in debt negotiation conversations.
Knowledge of Regulatory policy relating to the installation of Prepayment meters or potential disconnection of supplies.
Good PC skills and working knowledge of MS Excel, Word.
A wide understanding of the different business areas and ability to learn new processes quicklyCompany information:

This contract vacancy is being advertised by Rullion Ltd

Since 1978, Rullion has been securing exceptional candidates for a range of clients; from large well-known brands to SMEs and start-ups. As a family-owned business, Rullion's approach is credible and honest, focused on building long-lasting relationships with both clients and candidates.

Rullion is a forward-thinking recruitment company that specialises in providing a wide range of talent consultancy services to a diverse client base; from small start-ups to large household names.

We celebrate and support diversity and are committed to ensuring equal opportunities for both employees and applicants.

Rullion celebrates and supports diversity and is committed to ensuring equal opportunities for both employees and applicants