Customer Experience Executive

Customer Experience Executive you will be working as part of our Operations Collection Team. We are a customer facing telephony team consisting of Collections, Recoveries and Customer Support. You will be providing high quality support to regulated and unregulated customers. Our aim is to understand a customer's circumstance and offer the appropriate support. This can be achieved through exceptional customer service and treating customers with compassion.

As a Customer Experience Executive, we are looking for someone to:

• Deal with inbound calls from customers relating to early and/or late stage arrears on regulated and unregulated accounts.
• Display effective listening and questioning, understanding the root cause of a customer's financial situation and work with the customer to find the right solutions for their needs.
• Resolve customer enquiries - aiming for first contact resolution to reach good customer outcomes.
• Identify and resolve any customer complaints and escalate where appropriate
• Understand the needs of vulnerable customers and arrange the appropriate type of support.

Qualifications

Essential:

• Exceptional Customer Service and Communication Skills
• Call Centre experience
• An empathetic approach to customers through active listening and effective questioning
• A team player who works collaboratively and flexibly

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