Inbound/Outbound Collections Agent - Capita Tv Licencing - Preston

Job description

" we’ll give you the opportunity to grow your career and fulfil your ambitions. No doors closed. "
Capita is a company where you will be engaged and involved, you’ll have opportunities to fulfil your ambitions and your career won’t take a back seat. You will be listened to and you will be rewarded properly for your performance.

Due to continued growth, we are now looking to recruit passionate and driven Collections Agents to work within our Preston Contact Centre.

"The Collections Agent is responsible for providing a professional, efficient and customer-focused telephone service for inbound and outbound contacts ."

Experience is not essential as training is provided however, the ability to deliver excellent customer service and work towards targets is a must.
** Successful candidates must be available to commence employment on 11th January 2016 and commit to a 4 week training programme **

Hours: 37.5 p/w
Shift Pattern: Rotating shift pattern 08:00 - 18:00 (8-4, 9-5, 10-6)
Salary: £13,065 plus bonus potential

Key Objectives

To provide a quality service to customers ensuring that all necessary actions are taken to ensure first-time resolution of customer contact.
To demonstrate a consistently professional approach to both internal and external customers.
To achieve agreed contact centre targets in relation to sales, collections, calls and correspondence ensuring that quality, accuracy and productivity standards are met.
To take personal responsibility for own performance, conduct and behaviour within the workplace, adhering to Capita standard policies and procedures.

Core Responsibilities

To responsibly promote the legal requirements for a TV Licence.
To respond to requests for advice or action from customers and colleagues in line with current TV Licensing policies, procedures and legislation.
To receive, interpret, understand and accurately carry out requests for new TV Licences and for updates to existing TV Licences, inputting information into the appropriate systems.

Key Objectives

To provide a quality service to customers ensuring that all necessary actions are taken to ensure first-time resolution of customer contact.
To demonstrate a consistently professional approach to both internal and external customers.
To achieve agreed contact centre targets in relation to sales, collections, calls and correspondence ensuring that quality, accuracy and productivity standards are met.
To take personal responsibility for own performance, conduct and behaviour within the workplace, adhering to Capita standard policies and procedures.

Key Tasks and Responsibilities

To adopt a proactive approach in dealing with all inbound and outbound customer contact.
To accurately capture data and enter it on to the relevant systems in order to ensure customer licence details are kept up-to-date.
To meet all agreed call and correspondence quality targets in order to contribute to the overall level of customer satisfaction.
To achieve personal productivity targets and contribute towards the achievement of departmental targets.
To assist colleagues with queries.
To manage a range of different situations and react appropriately, with tact, empathy and diplomacy ensuring that customer contact is handled sensitively and without confrontation.
To handle confidential information sensitively, ensuring that all work is completed adhering to the requirements of TV Licensing’s Information Security, Data Protection and Fraud Awareness policies and processes.
To adhere to all business standards, taking personal responsibility for adherence to organisational policies and procedures.

Essential Skills and Knowledge

Excellent verbal communication skills, with the ability to explain complex information clearly and simply.
Self-motivated and able to work towards goals and targets.
Ability to solve problems through effective listening and questioning skills.
Ability to respond within a changing environment, retaining a positive attitude.

Job Type: Full-time