Customer Care Coordinator

Customer Management Resourcing
15 Feb 2019
01 Mar 2019
Contract Type
Full Time

Customer Service - Customer Advisor - Customer Relations - Vulnerable Customers - Collections

Customer Care Coordinator



The client is in Financial Services, they offer good benefits, bonus and long-term career prospects.

About the vacancy

Our client is setting up a new team and is hiring 10+ Senior Advisors who will help their most vulnerable customers in their time of need. They require people who are excellent customer relationship builders, who instinctively show great empathy and have a genuine desire to help others. You will have to be able to deal with each client in a positive way to achieve the best outcome possible and agree a solution.

The contact centre will be open 7 days per week. Mon-Fri they are open from 8 till 8.30pm and Weekends they have reduced opening times. So there would be an expectation that you would work some evenings and 1 weekend in 4 on average. The client can accommodate if you need to be at home on certain times or days.

Key Responsibilities

·Dealing with customers in a broad range of circumstances, ranging from minor to severe, providing support and guidance on what is available to them whilst over laying impact to them and next steps, which may be complex and sensitive in nature; this covers both customers experiencing financial difficulty and vulnerable customers.

·Dealing with third parties who may or may not have authorisation to discuss customer’s account(s), where on occasion are very distressed.

·Review of customer circumstances through assessment of income and expenditure and personal circumstances ensuring plans reflect customer’s affordability providing realistic outcomes and next steps.

·Building rapport and gaining the trust of customers who may be going through very difficult circumstances, to deliver first time resolution.

·Excellent questioning skills to validate customer’s circumstances and provide a resolution that is mutually beneficial.

·You will have the ability to communicate your decision to the customer, in writing or on the telephone.

·Adherence to all internal policies, quality standards, compliance and regulatory requirements.

·Strive and deliver on KPI’s and operational performance metrics.

Required Experience

·Excellent communication skills.

·Ability to think outside of the box to deliver excellent Customer Service.

·Good PC skills (word/excel).

·Demonstrates flexibility and enthusiasm in a changeable environment

·Excellent time management skills coupled with strong prioritising skills to ensure deadlines are met on time.

·Good time keeping and punctuality.


·Good listener.

·Letter writing skills.


·Collections & recoveries experience.

·Dealing with vulnerable customers.

Personal attributes

·Strong customer empathy and a genuine desire to help

·Ability to work on own initiative.

·Attention to details.

·Good listener.

·Ability to engage with customers or third parties.

·Ability to build strong working relationships across the business.

·Enthusiastic, self-starter.

·Compassionate and understanding.

·Committed and driven.

·A passion for helping customers.

If you feel your experience matches the above description, please apply for immediate consideration.

We do endeavour to respond to as many applications as possible, however due to the high volume of applications we tend to receive we cannot always advise each individual unsuccessful applicant. If you haven’t heard from us within 7 days of submitting your application, please assume that on this occasion you have been unsuccessful.

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