Customer Support Expert in Manchester

Position Title: Customer Support Expert (Contact Centre) Duration: 5 Month Contract with potential to extend Location: Manchester Position Overview: * As a Customer Support Expert in our Clients' contact centre, you will be the first point of contact for all Customers and Dealers. * The primary focus of this role is to provide outstanding customer service via telephone, handling inbound and outbound calls. * You will also be responsible for handling customer enquiries via email and other channels as needed, ensuring every interaction results in a positive experience. Position Responsibilities: * Provide exceptional customer service while efficiently handling a variety of enquiries primarily through inbound and outbound calls within a contact centre environment. * Respond to customer enquiries received through other channels including emails, live chat, SMS, and post. * Achieve business targets by efficiently managing call volume and resolving customer issues effectively. * Maintain accurate and up-to-date customer account records. * Process customer payments made by debit/credit card and investigate payment-related issues, including refunds. * Provide settlement quotes. * Assist customers with financial health and loss recovery enquiries. * Support customers through the end-of-contract process. * Address and resolve customer dissatisfaction issues. * Provide support to customers dealing with bereavement. * Offer technical support for Pass / Account Manager Online. * Perform account administration tasks, such as name/address changes and sending letters/emails. Qualifications and Skills: * Demonstrate a deep understanding of customer needs by actively listening and offering a personalized approach to each interaction. * Commit to ensuring customers receive the best possible outcome for their individual circumstances. * Foster a positive customer experience that encourages customers to recommend the Clients' Credit. * Embrace a positive attitude toward change, including business transformation, new technology, and systems. * Exhibit a positive approach to providing excellent customer service and take ownership of resolving or escalating customer queries as needed. * Maintain a focus on achieving personal and team objectives by delivering results. * Demonstrate resilience and adaptability in a fast-paced contact centre environment. * Possess strong communication skills, both written and verbal, with the ability to clearly and effectively communicate over the phone. * Exhibit confident IT skills and the ability to learn and use a range of systems and applications after training. * Demonstrate the ability to quickly acquire and apply new knowledge and skills through on-the-job training. * Willingness to cross-cover within the business centre to support other teams as needed to maintain overall service quality. Additional Information: * Working Patterns: Mon - Fri 9:00 am - 5:15 pm, Sat 9:00 am - 1:00 pm on a rota basis