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- Answering calls from customers that owe money to local authority clients, Transport or third parties acting on their behalf.
- Occasional outbound calls to those who have failed to make payment / contact.
- Occasionally negotiating with customers on live chats.
- Taking payments.
- Completing basic affordability checks and income and expenditures forms
- Negotiating payment arrangements where a customer cannot pay in full
- Identify vulnerable customers
- Sign-post customers with financial difficulties to non-profit debt advice agencies
- Deal with customer queries and handle disputes
- Update accounts and ensure all notes are correct on our systems
- Customer service or contact centre experience (2 years preferred)
- Excellent communication skills – able to interact effectively at all levels
- Able to work in a fast-paced environment with the ability to provide information quickly and clearly
- Confident in dealing with customers over the telephone – often in difficult circumstances
- Friendly and empathetic, with good active listening skills
- Ability to problem solve and provide customers with options in line with our client and company guidelines
- Confident negotiator to achieve the shortest arrangements to fulfil client requirement
- Previous practical office administration experience
- Being comfortable in using a variety of technologies and software systems
- Company pension
- Colleague discount scheme
- Christmas Savings Scheme
- Free on-site parking
- Employee Assistance Programme
- Birthday holiday allowance
- Attractive bonus, incentives and performance rewards
- Death in service benefit
- Hybrid working (subject to reaching required standards)
