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- Tasks: Support customers through calls, resolving financial queries with empathy and understanding.
- Company: Join Together, a leading property finance expert with a passion for helping customers achieve their goals.
- Benefits: Enjoy 26 days holiday, a birthday day off, bonuses, and health perks like private medical insurance.
- Why this job: Be part of a diverse team that values compassion and customer care in a supportive environment.
- Qualifications: Exceptional communication skills and a commitment to delivering great customer outcomes are essential.
- Other info: We celebrate diversity and are committed to creating an inclusive workplace for all.
The predicted salary is between 24000 - 36000 £ per year.
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.
As a Customer Service Advisor, you will work as part of our Operations Collection Team. We are a customer facing telephony team consisting of Collections, Recoveries and Customer Support. We’re focussed on providing high quality support to regulated and unregulated customers. Our aim is to understand a customer’s circumstances and offer the appropriate sustainable support for customers in financial difficulties or who are experiencing in-life vulnerabilities. We achieve this through exceptional customer service, exercising common sense and treating customers with compassion.
As a Customer Service Advisor, we are looking for someone to:
- Deal with inbound and outbound telephone calls from customers relating to early and/or late stage arrears on regulated and unregulated accounts.
- Through effective listening and questioning, understand the root cause of a customer’s financial situation and work with the customer to find the right solution for their needs.
- Resolve customer enquiries to completion, aiming for first contact resolution where appropriate to reach good customer outcomes.
- Identify and attempt to resolve potential customer complaints and escalate where appropriate.
- Understand the needs of vulnerable customers and arrange the appropriate type of support, including signposting to organisations who can help.
Qualifications
Essential:
- Exceptional customer service and communication skills, with a commitment to minimising customer effort.
- An excellent understanding of what a good customer outcome looks like.
- An empathetic approach to customers through active listening and effective questioning, coupled with a keen sense of business objectives.
- A team player who works collaboratively and flexibly within their own team and the wider operation to achieve business goals.
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 are 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.
Customer Experience Executive employer: Together - loans, mortgages & finance
Contact Detail:
Together - loans, mortgages & finance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Executive
✨Tip Number 1
Familiarise yourself with the principles of exceptional customer service. Since the role focuses heavily on providing high-quality support, understanding what makes a good customer outcome will help you stand out during the interview process.
✨Tip Number 2
Brush up on your active listening and questioning skills. The ability to understand a customer's financial situation and respond empathetically is crucial for this role, so practice these skills in everyday conversations.
✨Tip Number 3
Research Together Money and their approach to lending. Knowing their values and how they support customers in financial difficulties will show your genuine interest in the company and its mission.
✨Tip Number 4
Prepare examples from your past experiences that demonstrate your ability to work collaboratively within a team. Highlighting your teamwork skills will resonate well with the company's emphasis on collaboration.
We think you need these skills to ace Customer Experience Executive
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Customer Experience Executive. Familiarise yourself with the job description and think about how your skills and experiences align with the requirements.
Tailor Your CV: Customise your CV to highlight relevant customer service experience and communication skills. Use specific examples that demonstrate your ability to handle customer inquiries and resolve issues effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the company's mission. Mention how your empathetic approach and problem-solving skills can contribute to achieving good customer outcomes.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a customer-facing role.
How to prepare for a job interview at Together - loans, mortgages & finance
✨Showcase Your Customer Service Skills
Make sure to highlight your exceptional customer service and communication skills during the interview. Prepare examples of how you've successfully resolved customer issues in the past, focusing on your ability to minimise customer effort and achieve good outcomes.
✨Demonstrate Empathy and Active Listening
Since the role requires an empathetic approach, practice active listening techniques. During the interview, show that you understand the importance of listening to customers' concerns and responding with compassion. Share experiences where you’ve helped vulnerable customers.
✨Understand the Company’s Values
Familiarise yourself with Together's mission and values, especially their commitment to supporting customers in financial difficulties. Be prepared to discuss how your personal values align with theirs and how you can contribute to their customer-centric approach.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about potential customer situations you might encounter in this role and how you would handle them. This will demonstrate your critical thinking and ability to find appropriate solutions.
