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- Tasks: Help customers manage their accounts and negotiate payment plans with empathy.
- Company: Join an award-winning fintech company with a stellar Trustpilot score of 4.9.
- Benefits: Enjoy a competitive salary, bonuses, pension scheme, and 22+ days holiday.
- Why this job: Be part of a supportive culture focused on customer care and personal growth.
- Qualifications: Strong communication skills and the ability to empathise and negotiate are essential.
- Other info: Opportunities for career development and access to free GP services.
The predicted salary is between 16800 - 28000 £ per year.
Customer Service Agent
Salary: Up to £28,000 per annum + Bonus
Location: Southampton Central
Contract: Full Time, Permanent
Hours: 37 ½ hours per week (Working shifts from 8.00am to 8.00pm Monday to Thursday, Friday 8.30am – 5.00pm and 1x Saturday 9.00am to 2.00pm)
Our client, an award-winning fintech business, is looking for a Customer Account Manager to join their team in the centre of Southampton. They are passionate about customer service and proud that they have an ‘Excellent’ Trustpilot score of 4.9.
As a Customer Account Manager, you will be directly responsible for the collection of payments, in line with company policies and procedures when customers are both up to date and in arrears. You will need to work with the customer to understand their financial and personal circumstances in order to build a relationship with them and tailor an affordable, acceptable, and sustainable repayment strategy based on the customer’s needs.
You will need strong negotiation skills which are delivered with empathy, as well as the ability to overcome objections.
Main Responsibilities:
- Manage existing customer loan accounts on an ongoing basis, proactively identifying potential issues/problems and recommending/implementing solutions.
- Liaise with all customers including those up to date, for general maintenance of an account and for the collection/arrangement of outstanding payments.
- Maintain the highest quality of customer service through communication and negotiation, using appropriate methods and tools available to facilitate the rehabilitation of customer’s accounts.
- Take ownership and accountability when making business and customer-oriented decisions whilst ensuring Treating Customers Fairly principles are maintained and exceeded.
- Work with customers to understand their financial and personal circumstances so that a suitable and affordable payment arrangement can be agreed.
- Support the generation of Management Information and reports.
- Identify potential customer vulnerability or potential detriment and act proactively to help.
In order to be successful in this Customer Service role, you need to have:
- Excellent communication skills.
- Strong interpersonal and relationship skills.
- Ability to listen, empathise, negotiate, and inspire confidence.
- Ability to excel under pressure and when working to tight deadlines.
- Unquestionable integrity.
Desirable (but not essential):
- Understanding regulations (CCA), money laundering rules, data protection, and treating customers fairly.
- Proven track record in collections.
- Financial Services Experience.
In return for your hard work and commitment, our client offers fantastic benefits, including:
- Pension Scheme.
- Bonus.
- Life Cover (4x basic salary).
- Cycle to work scheme.
- Dental scheme.
- 22 days holiday + bank holidays (rising by one day after each completed year of service to up to a total of 25 days per annum).
- Perkbox.
- Career Development.
- Access to free GP and counselling support services.
- Various social events.
So if you are looking for a fantastic company where you can grow and develop your career within financial services, APPLY TODAY!
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CUSTOMER SERVICE AGENT employer: Talentsure
Contact Detail:
Talentsure Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CUSTOMER SERVICE AGENT
✨Tip Number 1
Familiarise yourself with the fintech industry and the specific services offered by our client. Understanding their products and customer service philosophy will help you engage in meaningful conversations during the interview.
✨Tip Number 2
Practice your negotiation skills in real-life scenarios. Role-playing with friends or family can help you become more comfortable with handling objections and building rapport, which are crucial for this role.
✨Tip Number 3
Research common customer service challenges in the financial sector. Being prepared to discuss how you would handle specific situations can demonstrate your problem-solving abilities and empathy during the interview.
✨Tip Number 4
Network with current or former employees of the company on platforms like LinkedIn. They can provide insights into the company culture and expectations, which can be invaluable when preparing for your interview.
We think you need these skills to ace CUSTOMER SERVICE AGENT
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and any skills that align with the job description, such as negotiation and empathy. Use specific examples to demonstrate your abilities.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the financial sector. Mention how your skills can contribute to maintaining the company's excellent Trustpilot score.
Highlight Relevant Skills: In your application, emphasise your communication skills, ability to handle pressure, and experience with collections if applicable. These are key attributes the company is looking for.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Talentsure
✨Showcase Your Communication Skills
As a Customer Service Agent, excellent communication is key. Be prepared to demonstrate your ability to listen actively and respond empathetically during the interview. Use examples from past experiences where you successfully resolved customer issues through effective communication.
✨Demonstrate Your Negotiation Skills
Since the role requires strong negotiation skills, think of scenarios where you've had to negotiate terms or resolve conflicts. Highlight how you approached these situations with empathy and understanding, which aligns with the company's values.
✨Understand the Company’s Values
Research the company’s commitment to customer service and their Trustpilot score. Be ready to discuss how you can contribute to maintaining and enhancing this reputation. Showing that you align with their values will make a positive impression.
✨Prepare for Scenario-Based Questions
Expect questions that assess your ability to handle difficult customer situations. Prepare by thinking of specific examples where you identified potential issues and implemented solutions. This will showcase your proactive approach and problem-solving skills.
