Customer Service Co-ordinator

Job Description

Customer Service Co-ordinator

Portsmouth

£22K

In this role you will manage and resolve failed collections for customers and investigate the reason for the failure. Responsible for issuing and informing customers of charges which may apply as a result of the failure. You will record and report any non-compliant collection behaviour that does not act…

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Customer Service Co-ordinator

Portsmouth

£22K

In this role you will manage and resolve failed collections for customers and investigate the reason for the failure. Responsible for issuing and informing customers of charges which may apply as a result of the failure. You will record and report any non-compliant collection behaviour that does not act in accordance with method statements and procedures. You will support incoming calls to the contact centre and provide general admin support to the operations team to help improve the overall running of the department.

Key Duties

  • Take ownership for managing and resolving collection failures, liaising with appropriate departments to investigate and resolve issues
  • Ensure complaints around failures are communicated to the relevant internal parties
  • Be the point of contact for complaints relating to failures for all customers, communicating directly with complainants
  • Maintain relationships with all customers through managing difficult conversations, customer expectations, providing a solution and reinforcing the company’s policies
  • Record notes of actions taken or findings on system
  • Issue and inform customers of handling charges which may apply as a result of the failure
  • Record and report behaviour of Collection Representatives that does not comply with our method statements
  • Report customer complaints and dissatisfaction using system, checking customer satisfaction before closing the complaint
  • Review photos in the gallery in the portal. Take action where required to prevent failures and ensure the collection runs smoothly
  • Produce letters and emails and all other correspondence to customers, ensuring that records are maintained of all communications made
  • Support Contact Centre call answering when required
  • Advise customers regarding the product and arrange collection details over the phone including payment and data
  • Attempt to effectively upsell on all appropriate calls, establishing the customer’s needs and appropriately tailoring the promotion
  • Communicate with Collection Representatives throughout the working day to resolve any problems and answer queries / give relevant advice
  • De-brief Collection Representatives concerning any work from the previous day not completed with reasons, if applicable

Job Description

Customer Service Co-ordinator

Portsmouth

£22K

In this role you will manage and resolve failed collections for customers and investigate the reason for the failure. Responsible for issuing and informing customers of charges which may apply as a result of the failure. You will record and report any non-compliant collection behaviour that does not act in accordance with method statements and procedures. You will support incoming calls to the contact centre and provide general admin support to the operations team to help improve the overall running of the department.

Key Duties

  • Take ownership for managing and resolving collection failures, liaising with appropriate departments to investigate and resolve issues
  • Ensure complaints around failures are communicated to the relevant internal parties
  • Be the point of contact for complaints relating to failures for all customers, communicating directly with complainants
  • Maintain relationships with all customers through managing difficult conversations, customer expectations, providing a solution and reinforcing the company’s policies
  • Record notes of actions taken or findings on system
  • Issue and inform customers of handling charges which may apply as a result of the failure
  • Record and report behaviour of Collection Representatives that does not comply with our method statements
  • Report customer complaints and dissatisfaction using system, checking customer satisfaction before closing the complaint
  • Review photos in the gallery in the portal. Take action where required to prevent failures and ensure the collection runs smoothly
  • Produce letters and emails and all other correspondence to customers, ensuring that records are maintained of all communications made
  • Support Contact Centre call answering when required
  • Advise customers regarding the product and arrange collection details over the phone including payment and data
  • Attempt to effectively upsell on all appropriate calls, establishing the customer’s needs and appropriately tailoring the promotion
  • Communicate with Collection Representatives throughout the working day to resolve any problems and answer queries / give relevant advice
  • De-brief Collection Representatives concerning any work from the previous day not completed with reasons, if applicable

Job Summary

Location: Portsmouth
Salary: £22000.00 - £22000.00 Per Annum
Contract Type: Permanent
Sector: Customer Service
Division: Commercial
Date: 12th October 2020

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Key Contacts

Kerry Carter

Kerry Carter

Commercial Recruitment Consultant

Email: Click here
Phone: 023 9232 4666

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Job Summary

Location: Portsmouth
Salary: £22000.00 - £22000.00 Per Annum
Contract Type: Permanent
Sector: Customer Service
Division: Commercial
12th October 2020

Apply now

Share this job: