Customer Support Advisor
5 days ago
Loans
Pertemps are delighted to be working on behalf of a well-established employer based in Kilmarnock to support on their search for Vulnerable Customer Care Agents. This is a permanent role which is well-suited to those who come from a care background. What your day looks like • A new challenge every day, • Helping customers who are experiencing complex personal circumstances, • Discuss, empathise, and encourage disclosure of information to allow you to help customers, • Communicating with customers and third parties via telephone, email, letter & live chat, • Work together with your team and share best practice to continually improve service, • Celebrate success – we encourage you to highlight awesome work completed What we expect from you • Deliver great conversations and customer outcomes – by phone and in writing, • Maintain consistently high standards of quality during customer interactions, • Know Your Customer – Take the right approach, not necessarily the normal approach, • Adhere to regulations (these are covered off in training), • Efficiently managing your caseload within agreed targets, • Comfortable using multiple systems and Microsoft packages Adhere to our values • Committed to always doing our best work, • Accountable for our actions, • Respectful in our interactions with each other, • Ethical in every situation, • Successful because we work together as a team You’ll be • Confident and empathetic when communicating with customers including regularly speaking to those who threaten to complete suicide and/or harm themselves and the recently bereaved., • a patient demeanour., • Able to make confident decisions about capacity & incapacity., • Good at reading between the lines and listen out for/look for things customers haven’t disclosed, but may factor into our decision making., • Ability to show great resilience after upsetting and unsettling calls., • Willing to share your own expertise and ideas, • Open to coaching and keen to learn new skills, • Monthly/Quarterly recognition programme and incentives throughout the year, • Ability to earn annual bonus, • Hybrid/Flexible hours of work – Currently Monday to Friday between 8am and 5pm, • Modern working environment with pool and ping pong tables for breaks, • Team building nights and days, • 1 give back day a year, to support a charity of your choice! This role will give you the opportunity to make a real difference to customers in a time of need. If this role sounds like something you would excel in then reach out to the Pertemps team for more information!