At a Glance
- Tasks: Help people regain control of their finances through compassionate customer support.
- Company: Flint Bishop, a supportive and growing debt recovery firm in Swansea.
- Benefits: Competitive salary, generous holidays, free parking, and team social events.
- Other info: Join a positive team environment with excellent training and career growth opportunities.
- Why this job: Make a real difference in people's lives while developing your career.
- Qualifications: Strong communication skills and previous customer service experience preferred.
The predicted salary is between 30000 - 42000 £ per year.
Are you ready to make a positive impact on people\'s lives?
At Flint Bishop, we\'re committed to helping individuals regain control of their finances. As a Recoveries Specialist in our debt recovery department in Swansea, you\'ll play a vital role in our mission by providing compassionate and effective support to our customers.
The Recoveries Specialist handles high volumes of outbound and inbound calls, to resolve challenging customer queries and overdue monies owed to our clients.
You\'ll approach each interaction with empathy, providing guidance and support to customers, of which some maybe vulnerable. We will work with you on developing your skills to handle all calls to achieve fair outcomes.
The roles are onsite working 5 days per week at our Swansea offices.
Reporting to the Head of Recoveries.
Hours of Work Mon-Fri 37.5 hours per week (flexibility may be needed depending on client workloads).
Key Responsibilities
- Deliver outstanding customer service, with a focus on resolving consumer customer queries and disputes regarding their overdue accounts; taking ownership of customers to prevent repeat contact.
- Be flexible to meet customer demand through a variety of contact channels such as Voice, Webchat, and Email, both inbound and outbound
- Contribute to deliver objectives and be flexible to agreed business targets (including cash collection, customer satisfaction, complaints, quality, and compliance).
- Identify and understand customer needs to provide a consistently high-quality service.
- Investigate, resolve, and process customer enquiries to deliver customer value at first point of contact
- Effectively diagnose, investigate, and resolve customer disputes to ensure delivery of an efficient and effective service to the customer; work with specialist litigation teams to ensure they are handled and resolved in a timely manner
- Negotiating repayment plans when necessary
- Understand and adhere to the company and department standards, policies.
- Ability to work as part of a team, sharing best practice, knowledge, resource, and ideas
- Adhere to the Competence and Training procedures to promote a culture where customers are treated fairly and are properly informed
- Operate customer related information systems to the required standard to maintain accurate and secure records.
- A genuine passion for delivering Service Excellence, understanding what makes a great customer journey & tailoring your style appropriately
- Experience in a customer facing role and target driven environment as well as excellent organisational and time-management skills
- Demonstrate experience in identifying opportunities for improvement Computer literate to operate customer related information systems
Skills, Knowledge and Expertise
What You\'ll Need:
- Strong communication and interpersonal skills
- Empathy and understanding
- Resilience and adaptability
- A passion for helping others
- Previous customer service experience (preferred)
Disclosure will be required in the event that a position is offered.
Benefits
What We Offer:
Competitive Salary:
Competitive salary increasing 12 months service, plus a performance-related bonus.
Comprehensive Benefits:
Enjoy a range of benefits, including free parking, generous holiday entitlement with options to buy and sell holidays, extra day off for your birthday, onsite business caf with baristas, team social events funded.
Career Growth:
We\'re committed to your professional development. Advance your career through opportunities for promotion and training.
We have a dedicated learning and development trainer for the department who will provide full training at the beginning and throughout your employment, supporting you with training and guidance on resolving complex and challenging caseloads.
Be committed but patient with the journey, career progression opportunities are available and our business is growing, but you must show that you can master the Recoveries Specialist role and fully understand it to open up conversations about promotion or progression - we will work with you on your development.
Positive Work Environment:
Be part of a supportive team that values collaboration and teamwork.
Recoveries Specialist employer: Flint Bishop Solicitors
At Flint Bishop, we pride ourselves on being an excellent employer, offering a supportive and collaborative work environment in our Swansea office. As a Recoveries Specialist, you'll benefit from competitive salaries, comprehensive benefits including generous holiday entitlement and career growth opportunities through dedicated training and development. Join us to make a meaningful impact while advancing your career in a positive atmosphere that values empathy and teamwork.
StudySmarter Expert Advice🤫
We think this is how you could land Recoveries Specialist
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Flint Bishop. Understand their mission and values, especially how they help individuals regain control of their finances. This will show that you’re genuinely interested and ready to make a positive impact.
✨Tip Number 2
Practice your communication skills! As a Recoveries Specialist, you'll need to handle challenging customer queries with empathy. Role-play common scenarios with a friend or family member to build your confidence in delivering outstanding customer service.
✨Tip Number 3
Be flexible and adaptable! The job requires you to meet customer demands through various channels. Think about examples from your past experiences where you’ve successfully adapted to changing situations and be ready to share those during your interview.
✨Tip Number 4
Apply through our website! We encourage you to submit your application directly on the Flint Bishop site. It’s the best way to ensure your application gets noticed and shows that you’re serious about joining the team.
We think you need these skills to ace Recoveries Specialist
Some tips for your application 🫡
Show Your Empathy:In your application, make sure to highlight your ability to connect with customers on a personal level. We want to see how you can approach sensitive situations with compassion, as this is key for a Recoveries Specialist.
Tailor Your Experience:When detailing your previous roles, focus on customer service experiences that showcase your problem-solving skills. We love seeing how you've handled challenging queries and disputes in the past!
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so make sure your skills and experiences shine through without unnecessary fluff.
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role promptly!
How to prepare for a job interview at Flint Bishop Solicitors
✨Know Your Stuff
Before the interview, make sure you understand the role of a Recoveries Specialist. Familiarise yourself with debt recovery processes and customer service principles. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Show Empathy
Since the role involves dealing with vulnerable customers, it's crucial to demonstrate your ability to empathise. Prepare examples from your past experiences where you've successfully handled sensitive situations or provided support to someone in need.
✨Practice Active Listening
During the interview, practice active listening. This means really paying attention to what the interviewer is saying and responding thoughtfully. It shows that you value communication, which is key in resolving customer queries effectively.
✨Be Ready for Role-Play
Expect some role-play scenarios during the interview. They might ask you to handle a mock call with a difficult customer. Stay calm, use your empathy skills, and focus on finding a solution. This will showcase your problem-solving abilities and customer service mindset.
