Customer Experience Specialist

2 months ago

LakesideMarblehead, United States Together Full time

**Customer Experience Specialist**

* Lakeside, Cheadle SK8 3GR, UK

* Contract

* Department: Commercial Loan Servicing

* Working Hours: Standard (09:00am-17:30pm)

* Contract type: Permanent

* Office or Field Based: Office Based (Cheadle, SK8 3GW)

**Company Description**

**Salary: 22,000** *plus performance bonus and benefits*

**We are Together** -Proud to be a Financial Services success story based in South Manchester. Established in 1974, we employ over 600 colleagues.

Over 47 years of successful trading has positioned **Together** as a market leader, thanks to a common-sense approach to lending. We play our part to turn challenges into opportunities which make our customers' financial ambitions accessible.

We are looking for a **Customer Experience Specialist** to join us on a permanent basis based in our office in Cheadle.

To deliver high levels of service so that customers needs are met and delivery of appropriate customer outcomes.

Proactive account management through effective communication to establish plausible and sustainable exit management of accounts.

Together is a business that never stands still, providing an exciting place to work for individuals who deliver to a high-standard and embrace change. We understand that for our business to grow, our people must grow.

**Job Description**

Key Responsibilities:

* Present a professional image of the company to deliver positive customer experience throughout the customer journey

* Be clear and transparent in all communication with customers to ensure they understand the current situation in order to demonstrate TCF principles

* Responsible for working in adherence to all policies and procedures in order to deliver compliant customer outcomes

* Constantly strive to improve the customer experience by challenging existing processes and practices and recommending change where appropriate.

* Manage vulnerable customer cases in order to ensure the most appropriate support is provided

* Identify and accurately record any complaints received from customers and achieve first time resolution

* Responsible for identifying and reporting any incidents of breaches of operational processes and policies

* Use a variety of tools and techniques to initiate and maintain contact with customers to ensure an appropriate outcome is achieved

* Effective questioning and communication to understand customers circumstances in order to access the plausibility of exit strategy

* Explore alternative options with customers to ensure accounts are managed to exit in a timely manner

**Qualifications**

**Essentials:**

* Experience within an office based Customer Service environment

* Experience working towards telephone based KPIs

* Excellent communication skills

* Excellent attention to detail

* Strong literacy and numeracy skills

* Flexible approach & ability to adapt to change

* Organisational skills

* Negotiation skills

**Desirable:**

* Experience within the Financial Services industry

* Secured Lending experience

* Relationship Management experience

**Additional Information**

We offer a range of company benefits, including shared reward scheme, discretionary bonus, 24 days holiday plus your Birthday, entitlement increases over time, holiday purchase scheme, matched pension contribution, life assurance, critical illness cover, health cash plan, private medical insurance, access to company's holiday homes, 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 possible we offer sponsorship of relevant qualifications.

***please note that all successful applicants will undergo relevant employment reference, financial and criminal record checks.**

**Job Location**

Customer Experience Specialist

* Lakeside, Cheadle SK8 3GR, UK

* Contract

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