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Our client, a leading organisation in the customer service industry, is currently seeking a motivated and customer-focused individual to join their Customer Outcomes team as an Arrears Advisor. In this role, you will be responsible for engaging with customers and delivering industry-leading customer services.
As an Arrears Advisor, your primary responsibility will be to contact customers who are in arrears and collect overdue payments. You will ensure that the focus is always on delivering a good customer outcome, while also conducting affordability assessments with customers over the phone. Based on their ability to pay, you will create mutually acceptable and sustainable payment arrangements.
In addition to payment collection, you will also be responsible for identifying and managing any potential vulnerabilities, including mental health concerns. This may involve liaising with third parties such as debt charities, money advice centres, and solicitors. Adhering to company policies, you will manage late arrears accounts in line with established procedures.
To excel in this role, you should possess excellent communication skills and be able to effectively use our client's Omni-channel system within the customer contact centre. Your ability to build and maintain quality relationships with customers will be crucial, ensuring that their satisfaction remains a top priority. Furthermore, you will be expected to resolve first-level customer complaints with professionalism and efficiency.
Our client values a culture of customer service, personal responsibility, and innovation. Therefore, we are looking for candidates who embrace these qualities and are committed to contributing to their team's success. As an Arrears Advisor, you will have the opportunity to support Kaizen activity within your team and provide assistance to the Customer Relations Department.
Key Responsibilities:
- Contact customers in arrears to collect overdue payments
- Conduct affordability assessments with customers over the phone
- Create mutually acceptable and sustainable payment arrangements
- Identify and manage potential vulnerabilities, including mental health concerns
- Collaborate with third parties such as debt charities and solicitors as required
- Ensure that late arrears accounts are managed according to company procedures
- Manage payment transactions and changes in due dates, card payments, and direct debits
- Meet or exceed targets for Good Customer Outcomes
- Maintain quality relationships with customers at all times
- Adhere to company collection policies
- Resolve first-level customer complaints
- Respond to incoming correspondence within agreed service standards
- Support Kaizen activity within your team
- Provide support to the Customer Relations Department
If you thrive in a fast-paced environment, possess strong customer service skills, and are committed to achieving positive outcomes for customers, we invite you to apply for the position of Arrears Advisor with our client. Join their team and contribute to their ongoing success. Apply now!
Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.
