Customer Solutions Specialist
This is an exciting opportunity to make a meaningful difference in the lives of customers who are in financial difficulty or at risk of financial difficulties. As a Customer Solutions Specialist, you will be part of a team that provides a range of specialist contact centre and case management support to our customers.
In this role, you will manage assigned work queues of accounts by proactively contacting customers to agree suitable sustainable solutions on their accounts. You will also respond to customer contact and obtain all pertinent information, refer or escalate calls/queries as appropriate, ensure all actions and initiatives comply with regulatory and internal procedures, log all data pertaining to calls/actions on the relevant systems CACS, TS2, Fibos, CMS, RADAR, CoRe, SharePoint etc., maintain and build strong relationships with colleagues, highlight problem trends to the Department Manager which may require corrective action or improvement, engage in goal setting, personal development plans (PDP) and performance reviews, develop knowledge & skills and support the training of staff on team, and support the change agenda at all times.
Requirements:
- The ability to communicate effectively both verbally and in writing.
- Attention to detail and focus on delivering quality outcomes for customers
- Listening skills with a problem solving mindset. Along with the ability to influence and negotiate sustainable solutions within pre-defined mandates.
- Proven ability to prioritise workloads and meet specific timescales
- Experience of working in an emotionally challenging role preferred.
What we offer:
- A competitive salary and benefits package
- Opportunities for career growth and professional development
- A dynamic and supportive work environment
- Flexible working arrangements including hybrid working model
About us:
We are a leading provider of talent solutions and services. We pride ourselves on delivering high-quality solutions that meet the needs of our clients and candidates. Our goal is to provide a positive employee experience for all our people, where everyone can gain access to meaningful and challenging work with opportunities for growth and career progression.