Starting Salary: £18,000

Job purpose:

Managing client communications is the principal responsibility of a Client Service Advisor. These specialists interact directly with all new and existing consumers via telephone, email, portal or post. They work to provide quality customer service and compliant account management.

This Job description is not exhaustive and tasks may be added or removed to meet the needs of the business.

Benefits:

There’s more to life than freebies, but they’re a good place to start. As well as professional training and social events, there are loads of other benefits to working at MoneyPlus…

 
  • On-Site Café
  • Free HealthCare
  • Gym & Fitness Deals
  • Perkbox
  • ChildCare Vouchers
  • Cycle to work scheme
  • Free Annual Events
  • Free Tea and Coffee
  • Free Fresh Fruit
  • Discounted Costco Card
  • Buy Extra Holidays
  • Death in Service
  • Recognition awards
  • Frequent Social Events

Principle Accountabilities/Responsibilities:

Activity:

  • Effectively manage all inbound calls in to the department, taking the action to service and resolve the consumer’s enquiry. Or transferring the consumer to the most appropriate team where you can Identify that any consumer has had a material change in circumstances, is failing to meet the agreed payments, is suspected vulnerable or could benefit from another solution or product
  • Manage and respond to all written communications received from MPGs Debt Management consumers, including but not limited to the info mailbox, Customer portal, CS Internal, client post and Answer 4-U
  • Effectively question the consumer to ascertain reasons for contact in order to offer the most suitable resolution for their needs, applying the first call resolution approach
  • Complete any outgoing calls / follow up tasks to both the consumer and creditors where required in order to  complete any actions and manage the debts on plan 
  • Proactively manage diaries and appointments so that consumers expectation and regulatory requirements are met
  • Secure ongoing payment instructions to assist the customer’s in maintaining the agreed repayment plan
  • Ensure that clear and accurate notes are detailed on the system and are in line with business process requirements and the Data Protection Act
  • Make sure the consumer is kept fully informed of any potential effects their action may have on the relationship with their creditors

Performance Management:

  • Manage all calls within the requirements of the businesses call quality frame work and call scripts
  • Take the appropriate action on receipt of calls, letters and emails from customers and various departments within MoneyPlus and within appropriate timescales
  • Appropriate questioning and resolving issues at their root cause whilst remaining focused and driven to assist a customer
  • Achieve set objectives as agreed with the team leader for individual development
  • Achieve individual, team and departmental targets for core and ancillary products / services including phone based, quality and accuracy based KPI’s
  • Ensure full completion of all mandatory training and refresher modules throughout the year
  • Contribute to the overall performance of the Client Service department and support the managers as and when required

Required competencies:

  • Understands the importance of customer focus
  • Driven in order to deliver against the needs of the business
  • Ability to work effectively within a team
  • Able to effectively communicate with both internal and external customers
  • Wants to progress and develop themselves within their role
  • Exhibits the core values of the Company: Innovative, Client Centric, Collaborative, Respect and Integrity

Experience:

  • Strong customer service experience
  • High standard of organisational skills with the ability to plan and prioritise
  • Strong performer when delivering against a set of targets
  • Excellent written and verbal communication skills
  • Prides self on quality and is motivated by performance of results 
  • Have a flexible approach to daily task requirements, dependent upon the demands of the business

Apply now!

Apply for this role or send your C.V. and covering letter to careers@moneyplus.com