Customer Service Advisor - Email

Job description

Customer Service Advisor
Leeds

Salary £17,671 + 3% flexible benefits + on target bonus of 5% + contributory pension

Shifts are full time and include a minimum of one early shift between the hours of 08:00 to 16:15 and one late shift between the hours of 11:45 to 20:00. You will also be required to work one in three Saturdays between the hours of 08:00 until 14:00.

THE ROLE
A rare and exciting opportunity to join one of the fastest growing companies in the UK. We are looking for customer focused individuals who truly want to make an impact on our organisation by responding to customer correspondence through writing bespoke letters/emails or by telephone. We have a strong track record of sustainable growth which is set to continue - the team that helps to deliver that will be rewarded for their contributions with a competitive package including market rate salaries, flexible benefits and annual bonus.

EXPERIENCE REQUIRED
• Previous experience in a customer service correspondence handling role essential
• Experience of MS Word essential
• Plain English (or equivalent) training desirable
• Experience of working in a Regulated, Customer Focused environment is desirable

KEY RESPONSIBILITIES
Reporting to the Customer Service Team Leader your responsibilities will include:-
• To deliver excellent customer service by responding to correspondence from customers through writing of bespoke letters or by telephone as deemed appropriate
• Taking appropriate action on accounts where special conditions are highlighted in order to maximise collections performance
• Ensuring the customer queries are resolved at the first point of contact by adopting a 'right first time’ and customer focused ethos
• Mitigating complaints and ensuring queries are not escalated
• Any other duties commensurate with the post

SKILLS AND COMPETENCIES
• Excellent letter writing skills
• Customer focused
• Excellent spelling, punctuation and grammar
• Strong attention to detail
• Excellent customer service skills
• Strong verbal communication skills
• Excellent organisational skills
• Lateral thinker with ability to use own initiative
• Logical thought process
• Professional and flexible approach
• Demonstrates a positive attitude to work and a good work ethic

LOWELL GROUP
One of just 200 companies to hold Champion Investor in People status our customer service is currently rated as 'outstanding’ by Investor in Customers, the UK’s leading customer experience consultancy. We are a leading provider of credit management services specialising in collection, data analytics and customer insight. Our Leeds office is our headquarters and also the centre for our debt purchase business.

Through our debt purchasing arm we work with a range of creditors and service providers including banks and mobile phone companies. We buy their non-performing accounts, and then work with each individual customer to establish and agree a tailored repayment plan based on their circumstances.

With 12.3 million owned accounts and 750 team members we set up over 130,000 new arrangements, make and receive over 3 million calls and send 4 million letters a month.

Our strong track record of success is based on great people giving 100% commitment to deliver great results both for our customers and for our business.

REWARD PACKAGE
• Competitive salary, annual bonus and pay reviews, contributory pension and 3% flexible benefits pot with options including cycle to work, critical illness, dental insurance, childcare vouchers, travel insurance, dining club and retail discounts.
• Ability to buy and sell up to one week’s worth of holiday subject to start date
• A range of incentives designed to communicate, connect, develop, involve and recognise our team
• 11-strong learning and development team offering a range of internal and external programmes and financial support for qualifications to support career progression

If you wish to be considered for this superb opportunity and to join a winning team, click apply and attach your CV. You must be eligible to work in the UK.