Start date: Immediate start.

At Contact Web, we are a leading contact centre outsourcing business dedicated to providing exceptional customer service, driving sales, and efficiently managing arrears for our esteemed clients. With an unwavering commitment to excellence, we specialise in managing contact centre operations across various channels, ensuring our clients’ customers receive the highest level of service and support.

What sets us apart is our genuine passion for creating a positive staff experience and fostering a thriving work environment filled with abundant growth opportunities. We believe that when our employees are happy and fulfilled, they are empowered to deliver outstanding results for our clients.

As an organisation, we embrace flexibility and understand the changing landscape of work. We offer both remote and hybrid working options, allowing our talented team members to work from the comfort of their own homes or from our well-equipped office spaces. We recognize the value of work-life balance and the benefits of a diverse workforce, and our remote and hybrid working arrangements reflect our commitment to supporting our employees’ well-being.

By joining our team, you will become a part of a vibrant and collaborative community of professionals who are driven by a shared goal of delivering exceptional customer experiences. We offer ongoing training and development opportunities to enhance your skills and empower you to excel in your role.

If you are passionate about developing yourself and seek a rewarding career where your talents are valued, Contact Web is the place for you. Join us in our mission to provide outstanding contact centre solutions while creating an environment where our employees thrive. Apply today and embark on a fulfilling journey with us.

This role is supporting one of our clients who are one of the UK’s newest retail finance providers.

We have big ambitions and are building a team of superstars to realise them.

The successful candidates will be part of a team answering arrears customer queries, being the first point of call and will play a key part in delivering exceptional customer service. Dialling customer who have fallen into arrears and finding a fair outcome.

Hours: Operational hours are Monday to Friday 8am until 5.30pm.

Shift Pattern: Working 40 hrs across the operational hours to be agreed.

Basic Requirements:

• Right to work within the UK

• English speaking

• Credit report to be provided (we support with this)

• Basic DBS certificate to be provided (we support with this)

• Must live within 30 miles of Banbury

Experience and Skills Required

• Previous Customer Service experience

• Strong communication skills: Possess excellent communication skills across various contact channels, ensuring effective engagement and support for customers in different situations.

• Excellent interpersonal skills and ability to build rapport

• Experience working within Financial Services, Collections or retail finance would be beneficial

Main Duties

• Manage customer queries: Handle and resolve customer queries across multiple channels, including telephony and webchat, ensuring a first contact resolution.

• Ownership and escalation: Take ownership of customer queries, ensuring they are escalated to the relevant departments when necessary, in order to provide timely responses within agreed Service Level Agreements (SLAs).

• Accurate documentation: Record all customer information on accounts, ensuring accuracy and compliance with company policies and procedures.

• Process improvement: Identify areas for process improvement to enhance customer satisfaction and propose solutions to optimise operations.

• Financial assistance: Support customers experiencing financial difficulties by providing appropriate solutions to help manage their accounts and finances.

• Empathetic support: Provide empathetic and personalised service to vulnerable customers, assisting them in managing their accounts effectively.

Job Type: Full-time, Office - Based

Pay: £24,000 - £26,000 per year

Additional pay:

• Bonus scheme
• Commission pay
• Performance bonus
• Yearly bonus

Benefits:

• Casual dress
• Company events
• Company pension
• Referral programme
• Transport links
• Potential to work from home

Schedule:

• 8 hour shift
• Monday to Friday
• Overtime

Ability to commute/relocate:

• Banbury: reliably commute or plan to relocate before starting work (required)

Work Location: Office based in Banbury

Job Type: Full-time

Pay: £24,000.00-£26,000.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Referral programme

Schedule:

• Monday to Friday

Work Location: In person