Customer Support Expert (Contact Centre)

Position Description:

Job Title: Customer Support Expert (Contact Centre) x 3 Positions

Rate: £17.46 PAYE (Via Umbrella)

Position Overview:

As a Customer Support Expert in our contact centre, you will be the first point of contact for our Customers and Dealers. The primary focus of this role is to provide outstanding customer service via telephone, handling inbound and outbound calls. You will also be responsible for handling customer enquiries via email and other channels as needed, ensuring every interaction results in a positive experience.

Position Responsibilities:

• Provide exceptional customer service while efficiently handling a variety of enquiries primarily through inbound and outbound calls within a contact centre environment. Respond to customer enquiries received through other channels including emails, live chat, SMS, and post.

• Achieve business targets by efficiently managing call volume and resolving customer issues effectively.

• Maintain accurate and up-to-date customer account records.

• Process customer payments made by debit/credit card and investigate payment-related issues, including refunds.

• Provide settlement quotes.

• Assist customers with financial health and loss recovery enquiries.

• Support customers through the end-of-contract process.

• Address and resolve customer dissatisfaction issues.

• Provide support to customers dealing with bereavement.

• Offer technical support for their customer’s Pass / Account Manager Online.

• Perform account administration tasks, such as name/address changes and sending letters/emails.

• Use our client’s LLM alongside daily processes to support customer enquiry handling, locate relevant guidance, and draft or summarize communications, applying sound judgement and verifying outputs against approved information and procedures before use.

Skills Required:

Qualifications and Skills:

Demonstrate a deep understanding of customer needs by actively listening and offering a personalized approach to each interaction.

Commit to ensuring customers receive the best possible outcome for their individual circumstances.

Foster a positive customer experience that encourages customers to recommend our client’s Credit.

Embrace a positive attitude toward change, including business transformation, new technology, and systems.

Exhibit a positive approach to providing excellent customer service and take ownership of resolving or escalating customer queries as needed.

Maintain a focus on achieving personal and team objectives by delivering results. Demonstrate resilience and adaptability in a fast-paced contact centre environment. Possess strong communication skills, both written and verbal, with the ability to clearly and effectively communicate over the phone.

Exhibit confident IT skills and the ability to learn and use a range of systems and applications after training.

Demonstrate the ability to quickly acquire and apply new knowledge and skills through on-the-job training.

Willingness to cross-cover within the business centre to support other teams as needed to maintain overall service quality.

Experience Required:

Desirable

Previous experience working in a customer contact centre environment.

Additional Information:

• *INSIDE IR35**

Working Patterns: Mon - Fri 9:00 am - 5:15 pm, Sat 9:00 am - 1:00 pm on a rota basis.

Due to training commitments, candidates must ensure that are available for the full first 4-6 weeks – No vacation is to be taken during this time as you will be required to be on site.

Eligibility: You must have the right to work in the UK and sponsorship is not offered on this role