We have a great opportunity for a Call Centre Agent to join our Financial Industry Client.

This is role assisting in the smooth running and administration of the firm’s operations and service delivery across regulated motor finance collections activities.

After an initial office based period of settling in, there is the opportunity to work from home a couple of days each week and the rest of the week in the Northampton office.

Responsibilities & Duties

• Taking payments over the phone and talking with customers
• Operational administration and reporting of cases between the firm and its clients;
• Maintaining effective communication between the firm and its clients;
• Maintaining effective communication between the firm and customers by telephone;
• Ensuring ongoing operational implementation of the firm’s policies and procedures.
• Assisting with the firm delivering its business plan including;
• Operational performance delivery
• Appointed Representative management
• Assisting in implementation of TCF and ongoing self-assessment
• Effective complaints handling and management

Other Responsibilities (including those where shared)

• Maintaining effective records of all operational activities;
• Effective administration and implementation of the firm’s Quality Assurance Framework
• Customer interaction and outcome reviews
• Variance checking of manager scoring
• Monthly calibration sessions
• Assessing customer detriment
• Maintaining the firm’s Quality Standards