Location
Nottingham
Advertising Salary
£21,000 + Benefits

About The Role

We are growing our Customer Service team and looking for people who share our passion and commitment to providing a friendly personal service to our customers.

Working from your our own home and the office, you will be the first point of contact for our customers and will spend your time on the phone talking to customers who have fallen behind with their repayments. You'll use your listening and relationship building skills to understand customer situations, find the best outcome and ultimately contribute to delivering a first-class customer service. 
 
We offer clear career development schemes aimed at empowering and rewarding people for their performance and for providing a friendly and personal service to customers. Your structured career development pathway scheme will start you on a salary of £21,000, with the opportunity to increase up to £23,000.

To help you feel at home from the minute you join us, we will invite you to our in-house induction program, which will help you to understand our business and our people in a fully supported environment.  Once you are confident and familiar with how we do things, we will set you up to work from home. All interviews and hiring practices will take place online.
 
Benefits
 
  • Salary £21,000 with a structured career development path which rewards you for your performance. This scheme starts at £21,000  and can increase to £23,000 upon hitting the agreed set of KPIs over a specified period of time
  •  Hybrid working - a combination of home based work, and some office based work every month from our Nottingham Contact Centre - next to the Phoenix park tram stop with free onsite parking and excellent public transport links.
  • Digitally enabled company who will provide you with an online working community and social events
  • Great incentives such as life assurance (4x salary),health cash plan, pension up to 7 % matching contribution, 25 days holiday, option to buy and sell holidays, Perkbox membership providing 200 perks, discounts and freebies….
  • But more importantly you will be part of a professional team who genuinely believe in putting the customer at the heart of everything we do!
  
Key responsibilities
 
  • You will be responsible for engaging with customers who have fallen behind with their repayments. You'll speak to customers on the phone and find an individual solution for them by listening and understanding their needs. You will help them find the right way forward - whether that's agreeing a repayment plan, directing them to free debt advice, or by providing breathing space.
  • If you spot a vulnerable customer, you will give them expert support by providing extra help. 
  • You’ll take care to find out what matters to customers and do your very best to answer all their questions, and if you don’t know the answers, you’ll pass them to an expert who does.
  • You’ll commit to learning about a variety of products and processes, so you can respond to queries efficiently and accurately in line with our call framework.
Hours

We’re open for our customers from 8am-7pm weekdays and 9am-2pm on Saturdays. Our working hours reflect that:

  • You’ll work 37.5 hours a week, on an 3 week rolling rota shift basis. Over the 3 weeks, you’ll normally be required to work 1 Saturday. 

About You

We’re looking for people orientated individuals with excellent customer service and rapport building skills. Being confident in asking questions to assess customers current circumstances and financial standing in order to identify customer options is key to the role. If you are someone who wants a career, not just a job; and are driven, focused and wanting to develop, then we’re keen to hear from you.

Previous customer service and/or collections experience within a contact centre environment is preferable.

About Us

We are a growing, forward thinking FinTech organisation offering digital financial products through our brands, Dot Dot Loans, an online loans service and U Account, a digital online current account service. We’re not your typical mainstream financial services business, we provide alternative digital customer-focused services which reach over 40,000 non-standard finance customers. We are a business that thrives on innovation: we like working with people who get excited about digital products and innovative technologies who share the same vision; to deliver online financial products for our customers that ensures they are informed to make the right decisions and treated fairly. 

If you feel you’re the right candidate for the role as our Collections Advisorclick ‘apply’ now! We’d love to hear from you!

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