Customer Experience Executive

Company Description
We're Together - the market leading property finance experts with an entrepreneurial spirit. Based in Cheadle, South Manchester, we've been established since 1974 and have built a team of over 750 colleagues who are passionate about supporting individuals and businesses achieve their property ambitions by making finance work for them. We pride ourselves on our common-sense approach to lending and offer a range of mortgage and secured loan products to individuals and businesses who are typically underserved by mainstream lenders. Our customers are central to everything we do and we work hard to support them to turn challenges into opportunities which make our customers' property ambitions a reality. We're looking for great people from all backgrounds and experiences who love working together and putting our customers at the heart of everything we do - and that starts with our brilliantly different team of people.

Job Description
As a Customer Experience Executive, you will be working as part of our Operations Collection Team. We are a customer-facing telephony team consisting of Collections, Recoveries, and Customer Support. You will be providing high-quality support to regulated and unregulated customers. Our aim is to understand a customer's circumstance and offer the appropriate support through exceptional customer service and treating customers with compassion.

As a Customer Experience Executive, we are looking for someone to:

• Deal with inbound calls from customers relating to early and/or late stage arrears on regulated and unregulated accounts.
• Display effective listening and questioning, understanding the root cause of a customer's financial situation and work with the customer to find the right solutions for their needs.
• Resolve customer enquiries - aiming for first contact resolution to reach good customer outcomes.
• Identify and resolve any customer complaints and escalate where appropriate.
• Understand the needs of vulnerable customers and arrange the appropriate type of support.

Qualifications
Essential:
Exceptional Customer Service and Communication Skills
Call Centre experience
An empathetic approach to customers through active listening and effective questioning
A team player who works collaboratively and flexibly

Additional Information
Benefits working at Together:
26 days holiday, and a day off for your birthday (increasing with service to 30 days), plus bank holidays
Buy & sell holidays
Discretionary annual bonus
Matched pension contribution
Life assurance
Critical illness cover
Health cash plan
Private medical insurance
Free access to company holiday homes
Travel season ticket loans
Ride to work scheme
Free local gym access
Local bar / restaurant discounts

Together Money embraces diversity and inclusion, and is proud to be an equal opportunity workplace. Not only do we welcome difference - we celebrate it, support it and really value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds, perspectives and skills.

We care that you have a great experience with us at Together; if you need us to make any reasonable adjustments to make your experience easier, please let us know and we'll do all we can.

Please note that all successful applicants will undergo relevant employment reference, financial and criminal record checks.