At a Glance
- Tasks: Join a dynamic team to revolutionise customer experiences and build relationships.
- Company: A Platinum Investors in People employer, committed to growth and sustainability.
- Benefits: Enjoy flexible working, generous holiday allowance, and exclusive employee discounts.
- Other info: Opportunities for career progression and a focus on diversity and inclusion.
- Why this job: Be part of a supportive culture that values your potential and wellbeing.
- Qualifications: Excellent communication skills and a passion for helping others are essential.
The predicted salary is between 28800 - 43200 £ per year.
About The Role
Let\'s grow together!
A Platinum Investors in People employer and an award-winning UK bank, focused on growth. Our customers include savers and businesses across the UK and, working together, we use our specialist expertise to help them achieve their ambitions and build a sustainable future. If you\'re looking for an opportunity to grow in a friendly environment, we\'re looking for you!
We\'re flexible, inclusive, committed to your wellbeing and passionate about you reaching your potential. Let\'s grow together ...
Brief description
We are very excited to announce we are currently recruiting to expand our innovative and energetic team. You will be a part of a dynamic team on a mission to revolutionise customer experiences. You must be a self-motivated individual and pride yourself on building excellent relationships with existing and potential customers.
Career progression continues to be a strength as our highly profitable business continues to grow and invest across all business areas whilst taking their ambitious business plans on to the next level.
Purpose of the role
The purpose of the role is to efficiently and effectively recover any monies due on consumer portfolios within the current regulatory frameworks.
This will involve dealing with both verbal and written communication with customers and authorised third parties.
A high level of commitment, self-motivation and adherence to regulation and legislation is required as well as adhering to the Customer Operations policies and procedures, to provide suitable and good outcomes for our customers.
Duties and responsibilities
- Deal empathetically with customers whilst questioning and probing to understand their circumstances
- Examine accounts in arrears, and up-to-date accounts, and work with customers to proactively identify; customers in vulnerable circumstances, customers experiencing financial hardship or a customer making a complaint, referring to specialist teams where applicable
- Handle escalated calls from customers to ensure that complex queries and complaints are handled swiftly and effectively by making decisions on the correct course of action for an account
- Understand the reason and likely timeframe of financial hardship and make suitable / sustainable arrangements with customers
- Communicate with customers / authorised third parties to agree and monitor payment arrangements in line with the company\'s forbearance policy and the customers affordability
- Monitor Judgment / orders cases to ensure that payments are made as ordered
- Communicate and provide accurate information in a timely manner by relevant methods internally and externally in line with company policy and procedures
- Identify customer needs and complete required actions in accordance with departmental processes and procedures
- Manage, organise and update relevant information onto CACS/Aries and relevant databases
- Become conversant and adhere to all departmental and HRD processes and procedures
- Perform all tasks within the agreed Customer Operations service levels
- Represent the organisation in a highly professional manner at all times
- Adhere to agreed company regulation and external legislation e.g. FCA, OFCOM, rules, guidelines and principles, GDPR etc
- Operate on an automated inbound and outbound dialling system
- Embrace changes to policy and procedures and use own initiative to challenge potential barriers and provide the most appropriate outcome for the customer
- Achieve personal objectives
- Pro-actively identify and report risk events to the relevant risk champion
We are aiming for a start date of 4th August 2025 so please apply as soon as possible.
About You
Skills
- Demonstrate excellent communication skills, ability to empathise, and challenge processes and work approaches appropriately
- Ability to use own initiative and work as an effective team member
- Ability / experience to identify and probe effectively where vulnerability / complaint or other underlying reasons are suspected
- Ability to recognise when to adapt communication style to suit the customer or colleague
- Problem analysis and problem solving with an attention to detail and accuracy
- IT aptitude and the ability to learn appropriate systems
- Adaptability and the ability to remain calm under pressure
- A passionate \"can do\" attitude
Even if you don\'t meet all the criteria, we encourage you to apply . At Paragon, we value diversity and we\'re excited to hear from passionate individuals like you! If you\'re ready to contribute to the team, please apply.
Further information on the role can be found in the Purpose and Performance Profile (PPP), which is downloadable on this page.
Working hours
Our opening hours are;
Monday 08:00-19:00
Tuesday 08:00-17:00
Wednesday 08:00-19:00
Thursday 08:00-17:00
Friday 08:00-17:00
Saturday 09:00-13:00
We ask that you work until 19:00 at least once per week and that you covered 2 Saturday shifts in an 8 week period. If you think that you can work with us to find a working pattern that suits your needs whilst helping us to manage our customers during those hours then don\'t be afraid to talk about your preferences at your interview.
Inclusion
As a Disability Confident Employer, we want to ensure that our vacancies are accessible for everyone. If you have a disability, long term health condition or are neurodiverse and need us to adjust our recruitment process please get in touch with our recruitment team.
What can we offer you?
Generous Holiday Allowance: Starting from 25 days and climbing to 30, you also get to enjoy a day off for your birthday, Christmas Eve, and New Year\'s Eve. You can also buy or sell up to a week\'s leave
- Share Save Scheme: Annually, you have the opportunity to buy shares in Paragon at a discounted rate
- Profit Related Pay: We share some of our annual profit with our eligible employees
- Pension Plan: We contribute up to 10% of your annual salary towards your pension
- Family Friendly policies: We offer enhanced parental pay and paid time off for fertility treatment
- Employee Discounts: Enjoy exclusive discounts on entertainment, travel, shopping, motoring and more
- Volunteering Day: Contribute to causes you care about with one volunteering day per year
- Life Assurance and Personal Accident Cover
About Us
Be flexible
We promote flexibility around how and where we work so that you can achieve a healthier work-life balance. We encourage our team to find a work pattern that suits their needs, asking you to work from the office once per week and encouraging you to work from home when it suits you the most.
B e yourself
As an equal opportunities employer, we welcome diversity and care about inclusion. That\'s why we want you to be your whole self at work. We believe an inclusive workplace is good for each of us, great for our customers and better for our business. Our Equality, Diversity and Inclusion Network meets regularly to share challenges, experience, and ideas to build a more equal, diverse, and inclusive business.
Be heard
We listen to your point of view, with our People Forum and regular employee surveys making sure you can use your voice and influence our future.
Be well
We will give you access to a range of tools and resources to support your wellbeing. This will include a digital GP service via our free Employee Assistance Programme, access to our Wellbeing team to connect you with the help you need to get more out of life and our Vitality at Work programme to provide you with discounted gym membership, fitness equipment and another multitude of wellbeing services.
Be better
We want you to reach your potential and, as a Platinum Investors in People employer, we\'ll encourage you to learn and develop by building a personalised development plan together with your manager.
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Find thousands of job opportunities by signing up to eFinancialCareers today. #J-18808-LjbffrCustomer Support Officer | Solihull, UK employer: Paragon Banking Group PLC
At Paragon Banking Group, we pride ourselves on being a Platinum Investors in People employer, offering a supportive and inclusive work environment in Solihull. With generous benefits such as a climbing holiday allowance, profit-related pay, and a strong focus on employee wellbeing and development, we empower our team members to grow both personally and professionally while making a meaningful impact on our customers' lives.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Officer | Solihull, UK
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Paragon Banking Group PLC. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Paragon Banking Group PLC before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Officer | Solihull, UK
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Paragon Banking Group PLC:Your cover letter is your chance to shine! Tell us why you want to work at Paragon Banking Group PLC specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Paragon Banking Group PLC!
How to prepare for a job interview at Paragon Banking Group PLC
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
