Field Customer Account Advisor vacancy in London (CSB1)

Field Customer Account Advisor
Full Time; 39 hours per week
£18.5k - £22k per Year + Commission
Our prestigious client is looking for a Field Customer Account Advisor. Working remotely, you will provide valuable support to their customers, enabling them to manage their accounts effectively. You will skilfully balance your focus on customer retention and debt management by proactively working with customers, to understand their reasons for non/late payment and to work with them to identify solutions to resolve their account. As part of a regional team, you will seek to deliver strong performance, operating within the Company's compliance, forbearance and collections process framework and be driven by putting the best interests of the customer at the heart of everything that you do.
Main Duties & Responsibilities
* Works well independently and as a part of a team, supporting others when needed
* Participate with observations, feedback, coaching and ongoing development to maintain the level of competence required for the role
* Committed to own personal development to meet the standards required in both current and future roles
* Ensures all checks and compliance measures are followed
* Comply with all health, safety and compliance guidelines
* Consistently delivers well against targets and performance requirements
* Update and maintain accurate records of all customer contact activity, escalate any issues to Field Collection Manager and relevant store managers
* Build positive relationships with customers providing face-to-face support both in person and over the phone.
* Conduct customer home visits to manage accounts as per the company collections policy and regulatory requirements maintaining professionalism at all times.
* Offer appropriate advice and forbearance guidance to customers on how best to resolve their problems and return to normal payment methods
* Able to define and identify vulnerable customers and be able to take appropriate action and advice and provide them with suitable breathing space and/or signposting them to free debt advice agencies ensure that all customer complaints are handled professionally, logged as per the complaints handling policy and resolved promptly where possible

Knowledge, Skills & Experience

Essential:
* Customer or account management experience - preferably gained in a face to face environment
* Build and maintain positive relationships when dealing with customers, some of who may be demanding, vulnerable or under stress and is able to maintain a professional approach to resolving their concerns/ meeting their needs and managing their expectations as appropriate, remaining calm and friendly at all times
* Strong communication skills, in particular the ability to listen, negotiate and influence
* Process orientation – Comfortable in following process and compliance requirements
* Computer literate
* Self-motivated and driven – strives to meet, exceed agreed objectives
* Full driving licence with ability to drive a small van
* Educated to GCSE standard or equivalent

Desirable:
* Previous experience or knowledge of either debt management or collections
* Experience of working in a regulated environment

Benefits
* Salary £18,500 - £20,000 (up to £22,000 for London and surrounding areas)
* 22 days holiday plus public holidays, increasing to 25 days after 4 years
* Holiday boost (allows to purchase additional holidays)
* Pension Scheme
* Colleague purchase scheme (product discounts)
* Employee Assistance Programme
* Retail & Leisure discounts

Seeking individuals based in Yeovil, Bridgewater, Plymouth and Crawley


NB; Successful applicants will be DBS and CIFAS checked