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Customer Support Agent

  • Full-time
  • Credit Intelligence
  • Glasshouse, Alderley Park, Cheshire

Description

Our Customer Service Agents provide excellent service by efficiently handling calls and emails from our Credit Perfect, Credit Angel and Credito customers and effectively discuss our products and services, dealing with any questions and queries raised. 


Key Responsibilities



  • Manage workload and work as part of a team providing support to a busy Customer Support department dealing with inbound/outbound calls and emails and maintaining a low abandoned call rate with the desire and enthusiasm to deliver an outstanding experience to our customers.
  • Provide factual information about loans, credit cards and credit reports/scores to help our customers make informed choices and find suitable lending solutions. 
  • Develop and maintain excellent soft skills; active listening, questioning and rapport building with the ability to adjust communication style to meet the needs of different audiences.  
  • Learn and understand our products, processes and systems and be responsible for keeping knowledge up to date. 
  • When dealing with calls and emails remain compliant whilst working in an FCA regulated environment.
  • Follow company and regulatory guidelines and monitoring frameworks. 
  • Treat our customers fairly at all times and adhere to TCF principles and Data Protection rules and requirements.
  • Handle concerns or complaints professionally by providing an explanation or resolution.
  • Prioritise workload in order to service customer calls and emails as efficiently as possible, balancing quality and quantity. 

Requirements

Key Skills and Experience



  • Excellent verbal and written communication skills.
  • Strong communication skills.
  • Great time management, planning & organisational skills. 
  • Demonstrates efficiency and accuracy, taking responsibility & ownership for providing excellent Customer Service and ensuring knowledge of our products, processes and services is kept up to date.
  • Professional, positive and motivational team player.
  • Adaptable to change with a pragmatic “can do” attitude.
  • Ability to deal with and resolve complex situations and evidence exceptional call quality standards.
  • Experience of working in a highly regulated environment preferred.
  • Patience/Resilience.
  • Ability to explain the features and benefits of our products and promote them.
  • Competent using all Microsoft packages. 
  • Previous Customer Service experience would be preferred. 

 

Benefits

  • 33 day’s holiday inclusive of bank holidays. Increases with service to 36 days
  • Company bonus scheme*
  • Contributory Pension Scheme
  • Company Sick Pay Scheme
  • Long Service Awards
  • Death in Service Scheme*
  • Flexible working options
  • Employee Awards
  • Discounted Gym
  • Childcare Vouchers Scheme
  • Nursery Workplace Benefit
  • Enhanced Maternity/Paternity Pay
  • Employee massages every quarter
  • Free Eye Tests
  • Free tea/coffee and fresh fruit
  • Break out areas with Xbox, Pool Table, Table Tennis
  • Company Away Days
  • Team Socials
  • Sponsorship for qualifications

In house learning and development

     *Qualifying criteria in place