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Customer Arrears Support Specialist - Digital

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The Digital Customer Arrears Support Team within our Financial Services business in Aintree, are looking to recruit further skilled individuals to join the team.

Our team is ambitious, innovative and award winning. They are focussed at working responsibly to deal with customer issues concerning payment and account management. In addition, they help to provide bespoke solutions to meet the individual customer needs.

About the role…
Working within the Customer Arrears Support Team, you will be part of a team that treats our customers fairly, offering solutions in times of financial difficulty
You will converse with customers who have outstanding debt or who have not met payment requirements. Via a truly customer-centric approach, you will seek to offer a bespoke solution to the customer need, in a way that reflects their personal circumstances and also recovers the outstanding arrears for Shop Direct. Our focus is always on delivering a positive outcome for the customer.
Our motto here at Shop Direct is to “Make good things easily accessible to more people” and we understand that our customer “Miss Very” leads a varied and diverse lifestyle. We know that not every customer is the same and we as a business are consistently developing new ways to make it easier for our customers to contact us. Shop Direct offers our customer various ways to get in touch with us and it is for this reason you can liaise with our customers through our various digital communication channels including;

- Primarily Live Chat function whereby you can instantly respond to a customer query in real time
- Responding to customer emails
- Inbound calls from our customers to discuss their financial situation
- Outbound calls to customers who may have outstanding debt or have fallen into arrears

Currently there are vacancies working full time across all shifts to help expand the team.

Primary shifts will be 35 hours Monday to Friday

8am - 3pm

1pm - 9pm

About You…
You’ll be a great communicator, able to build great rapport with our customer to create conversation which helps to identify any root cause issue and, in turn allows you to offer pertinent solutions to any problems our customer is facing. You will be able to empathise, show patience, tact and understanding, to enable the formulation of a solution that will deliver a positive outcome for our customer. You will be resilient, able to handle and be motivated by, getting a good result from potentially tough and emotionally-charged conversations.
You will have strong spelling and grammar to respond to written queries in a professional and efficient manner, still bearing in mind that the customer experience is key and demonstrating empathy and patience to support the customer into a solution that our customer is comfortable with.

You will be adaptable and decisive, with the ability to work in a fast-paced multi-conversation environment. You will be quick thinking and able to offer the best solution to our customer based on their individual circumstances. You will be driven to deliver great service, in addition to following through with a solution until the customer is satisfied. You will be confident and comfortable in understanding the commercial reality of a range of solutions, in order to offer the correct information to the customer. You will be able to do this whilst also assessing the impact for Shop Direct and working within the regulatory guidelines.

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