Customer Contact Consultant

Aberdein Considine are looking for a Customer Contact Consultant to join our busy team in Newcastle. The successful candidate will be working on behalf of our clients dealing with inbound and outbound calls from customers, clients and third parties with an overall view of finding the most appropriate solution in line with the customers circumstances. 

Key Responsibilities

• Contacting customers in arrears by telephone and through relevant questioning establish the customer circumstances to reach a sustainable solution and wherever possible avoid enforcement action
• Using assertive and detailed fact finding to fully understand customer circumstances
• Conducting an affordability assessment to fully understand customer’s circumstances in the short, medium and long term to ensure we provide the best outcome for customers
• Adhere to company policies and procedures, demonstrating good customer service when dealing with Inbound and Outbound calls with customers, clients and Third Parties
• Maintaining Internal and client SLA’s
• A good understanding of client scorecards and how they impact on the overall performance
• Complete compliance modules and when assigned to ensure up to date knowledge of regulation and code of conduct
• Through questioning identify potential vulnerable customers and gather the appropriate information in order that the most appropriate solution can be reached by the firm and the clients
• Treat all customers fairly, professionally and within legislation
• Record customer complaints where identified with the relevant information and in line with the complaints procedure
• Follow all internal processes and procedures
• Work effectively as part of a team and support each other as and when required

Qualifications

• GCSE or equivalent in Maths and English with a minimum grade C

Skills and Experience

• Previous experience within the Financial Services sector or a regulated environment is advantageous
• Working knowledge and understanding of FCA guidelines and principles
• Ability to take ownership and manage own work through to conclusion, escalating issues as appropriate
• Computer Literate
• Excellent Telephone Manner
• Questioning and Negotiation skills
• Attention to detail and accuracy of work
• Ability to work well within a team and on their own initiative
• Enthusiastic – can do, will do approach
• Passionate about the delivery of exceptional customer service and the need to treat customers fairly
• Proactive problem-solving skills and the judgement to make evidence-based decisions