Job Details

CSO, Telephony Collections Officer

Edinburgh, Edinburgh, United Kingdom, £11 , Temporary

Posted: 3 hours ago


Customer Service Collections Officer

The Arrears Support Unit, Contact Centre Agent is a telephony-based contact centre role integral to reducing losses, increasing recovery rates long term customer value. This position is required to speak to customers through both inbound and outbound channels, collect payments and discuss appropriate repayment options based on customer circumstances. The role is also required to establish these circumstances through the completion of a Standard Financial Statement. The agent will also follow scripts where necessary to convey relevant, accurate details regarding the customer's repayment options.


Engage customers in a timely fashion regarding repayment of mortgage arrears, collecting payments and negotiating future payment dates
Ensure customers are aware of their obligations to make regular payments and communicate the implications of non-payment
Provide customers with available and appropriate options to assist with repaying debt
Processing of complex customer instructions, resolution of queries and provision of advice to internal business partners
Follow necessary scripts to ensure relevant, accurate and compliant information is relayed to customers
To identify and escalate potential risks and operational issues as appropriate
Where complaints and /or errors are found, ensure that these are promptly resolved, put right and learning's taken
Providing administrative support for the Team, e.g. provision/recording of MI, general record-keeping
Demonstrate courage to do the right thing by delivering TCF principles and providing fair outcomes for customers in every interaction with them Administration:

Provide administrative support for the Unit such as general record-keeping
Capture and accurately update outcomes & actions against customer's records Measures for Success:

Identification of continuous improvements to service delivery, so as to improve customer service
Identify and Offer solutions that directly satisfy and exceed the customer's expectations of service
Individual and team performance against targets
Quality & accuracy of work - right first time in line with given processes
Quality of Administration / Record keeping throughout Unit
Feedback from customers and internal business partners Essential Skills and Experience Required:

A broad base of PC skills including Microsoft packages
Customer service experience
Ability to plan and organise own work-flow to meet demanding deadlines and timescales
Good written & verbal communication skills
Experience of collections contact centre environment would be advantageousOther Significant Role Requirements:

Flexibility to work 35 hours per week within the following time-frames - Mon to Fri 08:00 to 21:00 and Sat 09:00 to 17:00 (2 Saturdays in a 4 week cycle)
Committed approach to achieving the ASU Vision
Visibly display Group Values - Honesty, Desire to Succeed, Vision, Nurture and Courage
Effective interpersonal & communication skills - e.g. leading team huddles, presenting information
Ability to prioritise work accordingly through excellent time management, planning & organising skills
Analytical approach to problem solving
Agility to flex between roles at short notice due to changing business needsTechnical Knowledge:

Knowledge of loans or mortgage products
An understanding of collections and debt management practices Training provided in systems knowledge Debt Manager, GMS, RFS, FMSIf you have what it takes, you can expect a fantastic starting salary, 33 days' holiday (pro-rata where appropriate), generous pension scheme, on-site gym and restaurant facilities and wide-ranging employee discounts. In return, you'll need a flexible approach to hours,

Pay Grade £10.51 per hour 35 hours worked over 6 days per week.

If you believe you're someone who can exceed customer expectations with every call, apply today!!

Please note that this position will involve completing online assessments and will require pre-employment screening including a credit check and two year's referencing.

Manpower is acting as an employment agency in relation to this vacancy. Manpower Group UK is an equal opportunities employer

Job Details

Edinburgh, Edinburgh, United Kingdom