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Together
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Cheadle, Greater Manchester
Customer Care Agent
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Job Type: Full-time |
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Overview
Company Description We're Together, a mortgage and secured loan provider based in Cheadle, Greater Manchester. Lending year-in, year-out for over 45 years, we've grown into one of the finance industry's best-kept secrets. Our team of over 750 colleagues turn challenges into opportunities that make our customers’ financial ambitions accessible. We try to approach everything we do with good old-fashioned common sense. But in many respects we’re a lot like a start-up: growing fast, and shaking up the status quo. Job Description We are currently looking to recruit a Customer Care Agent to join our Commercial Operations team here at Together. Reporting in to the Customer Care Manager, you’ll be part of a team focused on proactively delivering a quality customer experience, ensuring that the customer is fully supported throughout the lifetime of the loan. To be considered, you’ll have previous experience within a similar account management role, ideally within financial services. In addition, you’ll a passion for great customer service along with excellent verbal and written communication skills. A competitive salary of up to £24,000, dependent on experience, plus annual bonus, benefits and access to shared rewards. Key Responsibilities Create and maintain a professional rapport with customers; Be a professional communicator, who is confident, enthusiastic and approachable, working within clearly defined parameters, using approved systems and following set procedures; Present a professional image of the company, as the first point of contact for internal and external customers post funding, so that a positive impression is created; Provide accurate and factual information to internal and external customers in line with policies and procedures to improve customer understanding and ensure a positive customer experience; Ensure all customers are aware of the renewal process surrounding bridging loans by establishing and understanding the customer’s planned exit strategy; Complete ad hoc and scheduled administrative tasks efficiently, from both internal and external customers, in order to meet their expectations and those of the company; Identify and accurately report any customer complaints in accordance with company policy, in order to initiate an investigation and reach a prompt resolution for both the company and the customer; Report any identified breaches in procedures to line managers, to ensure corrective action can be implemented to remedy the breach. Qualifications Essential Experience Excellent communications skills, written and verbal; Ability to multi-task and prioritise workload with minimal supervision; Previous experience within an office-based customer service environment; Experience working in a call centre environment towards telephone based KPIs/targets; Strong literacy and numerical skills; Experience managing accounts and/or relationships; Flexible approach and adaptability to change; Exceptional organisational skills; Strong IT skills, including Outlook, Word, Excel etc. Further consideration will be given to candidates that can demonstrate: Experience within a similar role within Financial Services; Commercial lending product knowledge. Additional Information We offer a range of company benefits, including 25 days holiday which can be flexed up/down, pension, life assurance, critical illness cover, health cash plan, private medical insurance, regular team/individual incentives, travel season ticket loans, Ride to Work scheme, free gym access and local bar/restaurant discounts. Career development opportunities are excellent and where appropriate we offer sponsorship of relevant qualifications. Please note that all successful applicants will be subject to a Criminal Records Bureau check, a credit check and a Fraud Prevention database check.