Customer Case Manager

Job Title: Customer Case Manager Brief: A Customer Case Manager is the voice/face of our client. All calls either direct or overflow will come through to the Originations Team. All calls must be handled professionally and in a timely manner paying specific attention to TCF (treating customers fairly) at all times. All tasks are to be dealt with in line with company procedures and FCA regulatory guidelines. Job Purpose: To manage inbound and outbound calls in a timely manner. Follow Communication "scripts" when handling different types of calls. Keep records of all conversations, when dealing with accounts, in the company databases as required. To meet required department targets. To multi-task between different campaigns and ensure that correct information is being provided depending on the account. To maintain a high knowledge on company procedures/ processes. To ensure attendance of monthly and quarterly meetings, Training sessions provided by the training officer and the team leader. To handle basic administrative duties such as photocopying, filing, scanning, data entry and reporting depending of level of training. Key responsibilities: To follow the data protection act when dealing with all customers regardless of the type of call. To Ensure that all customer information is correct and updated accordingly on the company databases when necessary (Vienna and FLG). Follow TCF policy accordingly. Adhere to FCA guidelines. To ensure company policies and procedures are followed correctly. Extra responsibilities will occur depending on individual training levels. Key knowledge: Helpful and Polite manor. Willingness to learn and progress with the department/ company. Flexible with working hours. High level of proficiency required in regard to word/outlook/key board skills. Targets: To be discussed and agreed with management Output from compliance monitoring and audits The Package Monday to Friday Working hours are 41.5 hours a week Salary will be based on experience £17,000 - £27,000 Off-street parking Holiday entitelment Pension scheme