Benefits of being a Customer Service Representative 

• On-line recruitment process, with potential job offer within 24 hours and fully paid training
• 28 days’ holiday (including bank holidays), increasing to 30 days following your 1-year service anniversary
• Lifestyle Benefits programme – featuring thousands of discounts, special offers and exclusive employee deals from many retailer partners and also free wellness, kids, and learning classes through our own Community Online Academy.
• Refer & Earn Scheme – earn up to £900 for referring a friend to work for TP! And £300 for your friend too!
• Employee welfare support with free access to our Mental Health Employee Assistance programme, available 24 hours/365 days’ year and our Interactive Health and Wellbeing Hub
• Life Assurance Cover & Pension Scheme
• Length of Service and monthly recognition awards
• Opportunities for career development and progression

Job Purpose:

Customer Support Agents are the first point of contact for customers at all stages of their journey. This a voice-contact role, working as part of a friendly, customer focused team in a busy Contact Centre environment.

We strive to be available for our customers whenever they need us, therefore a strong work ethic, commitment and exceptional productivity levels are required.

Customer Support Agents are responsible for helping each customer to the find the appropriate solution for their situation. It is essential that all interactions suitably reflect the company’s core values and principles, which must be demonstrated at all times.

This a Collections and Arrears Management role; our Customer Support Agents are committed to working with customers who are experiencing financial difficulties and helping each customer find the right outcome for them.

Progression within this role can be achieved through becoming skilled in a number of different areas, eventually resulting in becoming a multi-skilled agent who is qualified to support customers at any stage of their journey.

Agents with the relevant experience and skills may be identified to work within the specialist team, supporting vulnerable customers. The additional tasks and skills involved include:

• Taking ownership of s High risk vulnerable customers, providing end to end account management and a consistent point of contact.
• Have strong awareness of processes (especially relating to vulnerability) and the business impact. Expert knowledge in bereavement procedure, suicidal process, and deceased customer procedure.
• Once they have demonstrated capability, agents within this role will have a higher mandate and the ability to escalate to senior management for individual cases.

Role and Responsibilities:

• Being patient with customers, and taking the time necessary to deal with all queries effectively
• Establishing a strong relationship with customers in order to understand their situation
• Completing detailed ‘Income and Expenditure’ assessments with customers to understand their financial position and then discussing the appropriate solution for them.
• Identify and work with vulnerable customers and customers in financial difficulty appropriately, acting with the utmost compassion and professionalism.
• Absolute compliance with TCF principles FCA regulations
• Protection and compliant processing of customer data
• Ensuring that all activities are undertaken in accordance with the companies published policies and procedures and are in accordance with core values and principles.
• Support and facilitate customers in finding an appropriate resolution, should they encounter financial difficulty at any stage of their journey. This includes setting up and amending direct debits, processing card payments, providing details of Independent advice sector organisations and keeping the customer clearly informed and up to date regarding their options.
• Liaising with all other internal departments, as well as external parties such as Debt Advice organisations, solicitors and any person or entity authorised by the customer
• Responsible for liaising with customers whose agreements have been terminated, assisting with recovering the asset where applicable, monitoring payments associated with suspended return of goods orders, working in conjunction with other departments
• Adhere to the FCA Conduct rules

Qualifications, Skills & Experience Required:

Essential:

• A professional, polite and courteous telephone manner
• Passion for supporting customers and delivering excellent service
• Tenacity, determination and resilience
• Excellent verbal communication skills
• A good listener who can convey empathy, patience and understanding
• Confident in overcoming customer objections and having difficult conversations
• Able to gather facts, ask appropriate questions and evaluate the information provided to ensure a fair outcome for the customer
• High levels of accuracy and attention to detail
• Confident in making decisions
• Ability to manage high volumes of inbound and outbound telephone calls
• Self-motivated and able to problem solve
• Interpersonal skills
• Be driven to achieve daily, weekly and monthly targets

Desirable:

• Experience working within the motor finance industry
• Experience working in a Contact Centre Environment

Additional Information:

Please note that we carry out both Financial Checks and Criminal Record Bureau Checks as part of the onboarding process for all roles.

We are one of a select group of forward-thinking organisations that have signed up for the National Equality Standard (NES). The NES provides a cultural assessment through the lens of diversity. It looks across all 9 protected characteristics set out in the Equality Act 2010 to ensure true inclusion in the workplace. The NES adopts a pragmatic & holistic approach to equality, diversity and inclusion (EDI) and achieving it will enable us to showcase our business as leaders in this field.