Offers “Adecco UK Limited”

Expires soon Adecco UK Limited

Collections Administrator

  • Sunderland (Tyne and Wear)
  • Administration

Job description

  Location
Sunderland, Tyne And Wear
·  Salary
£7.83/Hour
·  Category
Office and Secretarial - Administrative Assistant
·  Job type
Temporary
·  Industry
Office and Secretarial
·  External Reference
2225

The primary function of the role is to provide an efficient and effective administrative service for all processes undertaken within the Shortfall Debt Recovery (SDR) area. This entails handling inbound and outbound correspondence (emails, post, calls) as directed by the role holders Team Leader along with making invoice payments and actioning insolvency cases. There is a strong focus on providing excellent customer service and a high level of quality expected in line with both Computershares policy on Treating Customers Fairly and with reference to MCOB Section 13.3 and all other relevant regulatory requirements.

DIMENSIONS OF ROLE:

·  Provide excellent service by accurately completing tasks in accordance with client/departmental procedures

·  Work closely with other administrators and operational colleagues to support the SDR Operation to deliver results and maintain SLAs

KEY TASKS / RESPONSIBILITIES:

·  Effectively complete/handle internal/external customer enquires/correspondence/calls within agreed processes and procedures

·  Effectively complete/handle third party enquires/correspondence/calls within agreed processes and procedures

·  Undertake Insolvency Case Progression Activities as directed by your Team Leader

·  Highlight any opportunities to improve the customer journey/experience and ensure information provided to customers is clear and accurate and that consideration is given to the 6 FCA Fair Treatment of Customers Consumer Outcomes at all times

·  Work as part of a team to support team leader to deliver team targets.

PERFORMANCE INDICATORS:

·  Meet and maintain required benchmarks for productivity, quality and process conformance

·  Deliverables in line with SDR overall objectives.

·  Identify own training needs and request assistance, where required

·  Timeliness / speed of response

·  Feedback from peers

· 
CONDUCT RISK

·  Support the delivery of appropriate customer outcomes in line with the Conduct Risk Framework and TCF Outcomes.

ACCOUNTABILITY

·  Ensure work of self and others is carried out in full compliance with all legal and regulatory requirements and codes of practice/conduct.

·  Ensure customer focus and quality of service is at the heart of all interaction including escalating issues and gaps, which potentially cause customer detriment.

· 
SKILLS/KNOWLEDGE:

·  Possess relevant skills or experience for the role

·  Relevant Customer Service experience

·  Communicate effectively with relevant contacts on a range of matters specific to the role

·  Identify and solve problems

·  Adhere to existing policies, process and procedures as well as the relevant industry regulation when performing tasks

·  Prioritise daily tasks and manage own time to enable the successful completion of key tasks

·  Have an understanding of the department's procedures and overall company policy and operate within both

·  Adopt and promote a positive approach to work and colleagues and have good working relationships with colleagues at all levels

·  Provide assistance to team members as and when required

·  Have the basic level of technical skills required for the role e.g. word, excel

·  Achieve relevant productivity and quality targets at the agreed level for the role

·  Ability to take ownership of any issues and progress through to a satisfactorily resolution.

Demonstrate a flexible approach & take on different/additional tasks where business needs dictate

Consultant: Emma James Telephone: 01782 349146

The application process is subject to the successful completion of background and reference checking, including CRB and CCJ (County Court Judgement) checks Adecco is an equal opportunities employer If you do not hear from one of our consultants within 7 days of applying for this role, please assume you have been unsuccessful in this instance. Your CV will be kept on file and you will be considered for future vacancies that match your skills.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser https://www.adecco.co.uk/candidate-privacy

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