Temporary Credit Customer Service Advisor (Credit Department)
Temporary Credit Customer Service Advisor (Credit Department) How would you like the opportunity to work for one of the largest fashion retailers in the UK? You know Next, but did you know we are a FTSE-100 retail company employing over 43,000 people across the UK and Ireland. We're the UK's 2nd largest fashion retailer and for Kidswear we're the market leader. Position: Credit Customer Service Advisor Location: Leicester - Enderby Job Type: Full & Part Time, Temporary 6 month fixed term contract Shifts Pattern: - 30 hours per week - Saturday to Wednesday 8am to 2pm; - 36 hours per week - Saturday to Monday 9am to 7pm & Tuesday 9am to 5pm; - 36 hours per week - Thursday 9am to 5.30pm & Friday to Monday 3.30pm to 10.30pm; - 24 hours per week - Thursday 3pm to 10pm, Friday 4pm to 11pm, Saturday & Sunday 5pm to 10pm; - 36 hours per week - Sunday to Thursday 3pm to 11pm; - 30 hours per week - Tuesday, Wednesday , Friday & Saturday 3pm to 11pm; - 32.5 hours per week - Wednesday to Sunday 8.30am to 3pm; - 33.52 hours per week - Wednesday & Friday 1.30pm to 10.30pm, Saturday1.30pm to 10pm , Sunday 1.30pm to 10.30pm. Salary: £9.25 per hour (weekend shift premium of additional £1 per hour) About the role: The Credit Customer Service Advisor will take on a key role in dealing with customers and making decisions on account applications, orders and Directory card purchases. The Advisor will work alongside other key FCA areas such as Credit Fraud, Collections & Account Investigation Teams. Responsibilities: - Identify possible fraudulent activities and provide the security department any information required - Use the customer's information to make a decision on credit allowance and negotiating where necessary - Undertake all duties in line with the Financial Conduct Authority guidelines Handle large volumes of incoming telephone calls and emails using the Directory systems - Navigate and utilise various systems effectively and quickly to deal with enquiries and complaints - Handle all work types received, taking appropriate actions using the systems available - Use department information, and all resources available in order to provide accurate and up to date information to customers, retails stores and other 3rd parties - Communicate and escalate any critical issues to the Team Manager - Adapt to the customer needs to achieve a satisfactory outcome for the customer and the business - Provide an excellent level of customer service both internally and externally ensuring FCA standards and regulations are met - Take ownership to resolve the query first time to prevent repeated calls from the customer - Make calls to customers within agreed timescales in order to resolve enquiries and complaints satisfactorily - Show urgency and ownership when calls are queuing - Report any technical issues promptly About you: - Recognises what Great Customer Service' is - Have good communication skills both written and verbal - Able to resolve problems quickly using initiative within a pressurised environment - Able to interpret data and communicate this confidently, clearly and concisely - Able to use a PC in a confident and accurate manner - Be assertive when required, whilst maintaining a diplomatic and customer focused attitude - Able to make considered decisions, using information available, sound judgment and own initiative - Able to influence customers to achieve a satisfactory outcome for the customer and the business You may have experience of the following: Customer Relations Executive, Customer Service Advisor, Contact Centre, Customer Service Agent, Call Centre, Customer Support, Customer Services Representative, Client Support etc. This vacancy is being advertised by EasyWeb Recruitment, the UK's leading Online Recruitment Agency. The services advertised by EasyWeb Recruitment are those of an employment agency. No terminology in this advert is intended to discriminate on the grounds of gender, race, disability, age, sexual orientation, religion, or belief, and we confirm that we will gladly accept all applications.