Customer Service Advisor

Customer Service Advisor

Red Recruitment is recruiting Customer Service Advisor to join our client, a market-leading financial services business specialising in supporting customers to find realistic and sustainable solutions to managing their outstanding balances.

This is an excellent opportunity for individuals with previous customer service experience, ideally within collections, financial services or working with vulnerable customers. Experience handling both inbound and outbound calls would be highly advantageous.

The salary for this position is £26,227 per annum, with the opportunity to earn up to 25% annual bonus, paid monthly.

Benefits and Package for a Customer Service Advisor:

• Salary: £26,227 per annum + monthly performance bonus (up to 25% annually)
• Hours:
  • Training (first 7 weeks): Monday - Friday, 8:00am - 5:30pm
  • Rotating 4-week shift pattern:
    • Week 1: 8:00am - 4:30pm
    • Week 2: 9:30am - 6:00pm plus Saturday 9:00am - 2:00pm (working from home)
    • Week 3: 9:00am - 5:30pm
    • Week 4: 10:30am - 7:00pm
• Contract Type: Permanent
• Location: Leeds City Centre (Hybrid working, 2-3 days in the office)
• 25 days annual leave plus bank holidays (increasing with service)
• Option to buy additional annual leave
• Hybrid working
• Supportive team environment
• Regular company socials
• Career development and progression opportunities

Key Responsibilities of a Customer Service Advisor:

• Speaking with customers to understand their individual financial circumstances and identify appropriate solutions
• Handling both inbound and outbound customer communications via telephone and other channels
• Managing pre-collections and early-stage collections cases in a professional and customer-focused manner
• Negotiating affordable and sustainable repayment arrangements
• Supporting vulnerable customers with empathy and understanding
• Maintaining accurate records of customer interactions and agreed outcomes
• Resolving customer queries, complaints and disputes in line with company procedures
• Working towards individual and team performance targets and KPIs

Key Skills and Experience of a Customer Service Advisor:

• Previous experience in a customer service, collections or contact centre environment is preferred
• Experience supporting vulnerable customers would be highly advantageous
• Previous inbound and outbound telephone experience is desirable
• Excellent communication, listening and negotiation skills
• A customer-focused and empathetic approach
• Ability to build rapport and trust with customers
• Strong attention to detail and good IT skills
• Resilient, proactive and able to work effectively in a fast-paced environment
• Ability to work towards targets and KPIs

If you are interested in this position and have the relevant skills and experience required, please apply now!

Red Recruitment (Agency)