Description
Role & Purpose
To ensure the company debt risk is kept to a minimum by proactively outbound calling customers to negotiate recovery of doubtful debt. Handling inbound calls escalated from the off shore collections sites, taking ownership for full resolution of customer issues and using customer relationship management/credit control skills to ensure customer retention is maintained and improved. Taking ownership of issues to achieve full resolution of disputes, and interacting cross functionally with the business to achieve this. Working as part of a team in a target and performance driven environment to ensure that our customers experience is world class by delivering the highest quality customer service.
Main Responsibilities
This role requires a dynamic person who is committed to the company's goals, with a passion for delivering excellent customer service, whilst ensuring the company collection process is maintained. Has an ability to minimise company exposure to debt whilst maintaining excellent quality in a customer centric environment. Ensuring all collection and retention targets are met or exceeded. Able to adapt to a changing environment to meet business needs.
Duties
- Handle inbound escalation calls to provide an excellent customer experience
- Make outbound calls to customers within collection path requirements
- Ensure collection targets are met whilst maintaining high quality standards
- Update customer records accurately
- Increase direct debit penetration to increase monthly revenue
- Manage the relationship with the customer and collection agencies
- Actively work to retain customers
- Take ownership of customer issues/disputes ensuring full resolution
- Carry out other ad-hoc duties as required
Skills
- Possesses excellent telephone skills.
- Demonstrates influencing and negotiation skills.
- Builds rapport with customers and other team members.
- Ability to influence customer behaviour
Business Expertise
- Actively seeks information to ensure that product and process information is accurate.
- Understands the drivers that influence ability to achieve targets, to reduce debt, improve cash flow, and retain customers.
- Actively demonstrates understanding of customer needs versus business requirement
- Takes ownership of resolution of customer issues
- Demonstrates an ability to "think out of the box"
- Demonstrates commitment to achieving targets
- Understands the importance of supporting the common goal, actively contributes to overall team/department performance. Respects the ideas of other team members and embraces diversity.
- Is committed to achieving 100% attendance.
- Possesses excellent telephone skills. Ability to negotiate and determination to resolve issues
Qualifications & Experience
Essential
- 5 GCSEs or equivalent
- Experience in a similar role in contact centre environment
- Computer literate
Desirable
- Experience of Credit control environment
- ICM accreditation or NVQ in call centre/customer services
Please send your CVs.
Project People Ltd is acting as an Employment Business in relation to this vacancy.