Customer Account Associate - Leeds

Job description

Customer Account Associate - Leeds

Become part of an Investors in People and Investors in Customers organisation and be rewarded.

Lowell provide an outstanding service for our 14 million customers affected by debt. As part of our professional team your job will be to help our customers find the right way forward - whether that’s agreeing an affordable repayment plan or directing them to free debt advice.

Your reward

• On target earnings of £25,000

• £15,606 starting salary plus £1,500 bonus

• Bonus progressing to £2,500 after qualifying period

• Uncapped quality-linked commission

• 3% flexible benefits

• Contributory pension

• Excellent coaching, training and benefits

• Free shuttle bus from Leeds City Centre

• Subsidised restaurant and free on-site gym

• A place on a successful quality-driven, results-focused team

Shifts

Monday and Thursday - 11:45am - 8.00pm
Tuesday, Wednesday and Friday - 9.30am - 5.45pm
Saturday - 8:00am - 2:00pm (1 in 3 rota basis)

Your role

As a Customer Account Associate you will be passionate about providing an outstanding service to all our customers. By talking with them and understanding their individual circumstances, you will help to agree a best course of action - whether that’s setting up and maintaining affordable repayment plans or directing them towards free debt advice. You will also deal with queries as well as carry out regular reviews to make sure their payment arrangements are still suitable.

This will involve dealing with inbound calls from customers and calls presented via our outbound dialler.

We are regulated by the Financial Conduct Authority and take pride in our approach to treating customers fairly. This involves making sure we treat customers as individuals, recognising those in financial difficulties and / or vulnerable situations. It may involve recommending free debt advice or passing the customer to one of our specialist teams.

Your duties:

• Talking to our customers to understand their financial situation and make appropriate recommendations and delivery of fair customer outcomes

• Setting up affordable payment plans

• Delivering outstanding customer service - working within clear guidelines to maximise your performance across quality, productivity, efficiency and conversion rates

• Demonstrating the Lowell Behaviours by being open, driving success and change, being self-motivated, working as a team and showing strong customer focus.

We are looking for people who can demonstrate:

• Care for customers with understanding and empathy to engage and reach a mutually acceptable agreement.

• A passion for customer service

• A target and objective driven attitude who enjoys being challenged and gets a sense of achievement and pride from a job well done

• Ability to multi-task whilst being self-organised and efficient

• Team player

• Willing and keen to learn

You may only be 5 minutes away from a great career!

Click below to submit our short online application. Good luck!

All new Customer Account Associates undergo an initial two weeks training, during which time the hours are Mon-Fri 9.00am-5.15pm.