Job Specification

Location: Chester (Hybrid working)

Position: Complaints Handler

Hours: 37.5 Hours per week Monday - Thursday between 8:00 - 19:00 / Friday 8:00 - 18:00 / Sat morning 8:00 - 12:00 (at home once trained)

Contract: Permanent

Salary: up to £30,000 DOE + Annual Bonus and Company Benefits

HR GO recruitment are currently seeking a Financial Support Advisor to join my client based in Chester Business Park. You will communicate with customers who have failed to meet their contractual payments towards their Hire Purchase agreement. Assessing each customer's circumstance on a case-by-case basis to ensure the right outcome is achieved and where possible and affordable, negotiate a payment or an arrangement to bring the customer's agreement up to date as soon as possible.

The ideal candidate will have experience in a similar role.

Responsibilities:

• Communicate with customers who have failed to meet their agreed payment date, assist and support to help them get their agreement up to date.
• Ensure that all customer agreements are reviewed thoroughly to understand the customer's situation, making sure that all previous agreement notes are checked for previous customer communications and arrangements in place.

• Review arrears repayment plans on a regular basis to ensure they remain in line with the customer's circumstances.
• Identify, recognize and work with customers whose circumstances are often vulnerable.
• Communicate with our customers both verbally and in writing in a clear, fair and not misleading way.
• Completing all actions that are agreed with customers in the relevant time frames to ensure the best customer experience is achieved.

• Where applicable signpost customers to relevant non-for-profit organizations for support and advice
• Work towards achieving daily and monthly targets both individually and as a team.

• Conduct all tasks in line with regulatory rules and expectations and in particular consumer duty and treat customers fairly.
• Raise any procedural, departmental risks and concerns in line with company process and escalation routes.

Skills/Experience:

• Previous call centre or collections experience (desirable), and full training will be provided
• Working knowledge of Microsoft Office applications
• Basic IT skills
• Good communication skills (written and verbal)
• A team player
• Positive attitude
• Flexible in approach
• Ability to work to tight deadlines

This is an office-based role in Chester Business Park with additional home working on a Saturday morning on a rota basis following initial training basis.

Due to the nature of the role, these will be subject to a DBS and Credit Check.

Please do not hesitate to contact me for further information on 0151 3471110 or email nicola.evans@hrgo.co.uk