Customer Solutions Agent; Digital

Position: Customer Solutions Agent (Digital)
Location: Kilmarnock

We invite you to explore a future with us at PRA Group, a diverse and growing company that has a tangible impact on the global economy.

Position Summary:

We invite you to explore a future with us at PRA Group, a diverse and growing company that has a tangible impact on the global economy.

Position Summary:

The role includes responding to all communications received from customers via email, SMS and webchat.

Main

Duties and Responsibilities:

Maintain a high level of system and process knowledge

Perform consistently to meet performance standards and daily goals set by the department

Demonstrate high level of professionalism in response to all customer queries

Adapt communication style to suit email, SMS and webchat responses

Ensure a high level of pride is taken in all communications and that all commitments are adhered toBe self-motivated with the ability to work on own initiative or as part of a team

Any other duties as directed by Management Relationship Management Support the organisational position on all business directives

Respond to managerial direction and requests in a positive manner

Be accessible and approachable to all business partners

Adapt communication style to suit audience

Share best practice with other team members

Liaise with Team Leader to achieve joint business goals

Code of conduct

Adhere to PRA U.K. code of conduct

Be punctual for shifts, breaks, lunch

Adhere to PRA U.K. dress code Conduct self in a professional and appropriate manner at all times

Ability to adapt to an ever-changing environment

Respond in a positive manner to coaching and take ownership of own development

Adhere to clear desk policy

Adhere to all PRA U.K. directives and working practices

Treat all customers and colleagues with respect

Ensure adherence to Compliance Practices.

Customers to be treated as individuals, fairly and consistently

Key Performance Indicators Maintain individual daily workload target with a key focus on interactions per hour and Account Quality All other targets as defined by Management

PRA Group (UK) Ltd applies Equal Opportunities policy at all stages of recruitment and selection process. Shortlisting, interviewing and selection is carried out without regard to gender, sexual orientation, marital status, colour, race, nationality, ethnic or national origins, religion or belief, age or trade union membership. Those with disabilities meeting the minimum requirements for the post will be shortlisted and reasonable adjustments will be made to ensure they are not disadvantaged during the interview process.

PRA Group (UK) Ltd applies Equal Opportunities policy at all stages of recruitment and selection process. Shortlisting, interviewing and selection is carried out without regard to gender, sexual orientation, marital status, colour, race, nationality, ethnic or national origins, religion or belief, age or trade union membership. Those with disabilities meeting the minimum requirements for the post will be shortlisted and reasonable adjustments will be made to ensure they are not disadvantaged during the interview process.
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