Customer Service Consultant

Customer Contact Consultant

• Annual Salary: £25,000
• Location:
  
  Newcastle
• Job Type: Full-time, Office-based

My client is seeking a Customer Contact Consultant to join their busy team. The successful candidate will handle both inbound and outbound calls, dealing with customers, clients, and third parties to find the most appropriate solutions based on the customers' circumstances.

Day-to-day of the role:

• Contact customers in arrears to establish their circumstances through detailed questioning, aiming to reach a sustainable solution and avoid enforcement action.
• Conduct affordability assessments to understand customer's financial situations in the short, medium, and long term to ensure the best outcomes.
• Adhere to company policies and procedures while demonstrating excellent customer service skills during both inbound and outbound calls.
• Maintain internal and client SLAs and understand client scorecards and their impact on overall performance.
• Complete compliance training modules to ensure up-to-date knowledge of regulations and codes of conduct.
• Identify potentially vulnerable customers through questioning and gather appropriate information to reach the most suitable solutions.
• Record customer complaints accurately and in accordance with the complaints procedure.
• Follow all internal processes and procedures and work effectively as part of a team, providing support as needed.

Required Skills &

Qualifications:

• GCSE or equivalent in Maths and English with a minimum grade of
  
  C.
• Previous experience within the Financial Services sector or a regulated environment is advantageous.
• Working knowledge and understanding of FCA guidelines and principles.
• Excellent computer literacy, telephone manner, questioning, and negotiation skills.
• High attention to detail and accuracy in work.
• Ability to work well within a team and independently.
• Enthusiastic with a proactive approach to problem-solving and decision-making based on evidence.

Benefits:

• Competitive salary of £25,000 per annum.
• Stable working hours:
  Monday to Friday, 08:45 - 17:00.
• Opportunity to work in a dynamic and supportive team environment.

To apply for this Customer Contact Consultant position, please submit your CV now!