Customer Support Expert

Position Title:   Customer Support Expert (Contact Centre)

Duration:          5 Month Contract with potential to extend

Location:          Manchester

Position Overview:

• As a Customer Support Expert in our Clients' contact centre, you will be the first point of contact for all 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 Pass / Account Manager Online.
• Perform account administration tasks, such as name/address changes and sending letters/emails.

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 the Clients' 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.

Additional Information:

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