Collections Advisor
Do you have a passion for great customer service and attention to detail?
This is an exciting opportunity to join the NEXT family as a Collections Customer Service Advisor
Radar Road Contact Centre - Leicester (LE3 1UF)
Shift
1 : Sunday 8am -3pm, Monday 8am-4pm , Tuesday to Wednesday 1pm-9pm & Thursday 2.30pm -9pm (36 hours per week )
2 : Saturday 8am-5pm, Friday, Monday & Tuesday 1pm-9pm and Wednesday 8am-1pm (36 hours per week )
3 : Saturday 8am-5pm, Friday & Monday 8am-4pm, Tuesday 1pm-9pm and Thursday 8am-1pm (36 hours per week )
Salary: Base pay is £11.99 - £14.27* plus as additional £1 when working at the weekend.
*Upon successful completion of your probationary period, there is a possibility to receive a performance-related bonus of up to 20%. Additionally, Customer Service Advisors who consistently achieve KPI targets can enjoy a boosted pay raise of up to £12.70 per hour, with the potential to further progress to earning up to £14.27 per hour.
Location: Onsite, based at our brand new contact centre - Radar Road, Leicester, LE3 1UF with the opportunity to apply to work from home, in line with our working from policy after a minimum of 6-9 months service (eligibility criteria applies).
Training:
Tuesday 29th October to Monday 18th November. Weekdays only 9 am - 5 pm
Training will be based off site at Regus, Grove Park, LE19 1SY. (Commitment to full training is mandatory)
Contract: Permanent
Onsite, based at our brand new contact centre - Radar Road, Leicester, LE3 1UF Conveniently located just 3 miles from the City Centre, near junctions 21 and 21A of the Motorway, our new site in Leicester's Radar Road sets the stage for your journey with NEXT Online. Here, our purpose-built Best in Class contact centre is evolving, offering inviting breakout areas including a games room, a modern restaurant, coaching rooms designed for support, and a dedicated learning and development hub. Step into a welcoming and vibrant atmosphere that fosters growth and collaboration
Are you a confident negotiator and able to solve problems through using your initiative? If so, this could be the position for you!
Working as a vital part in our Collections Team you'll communicate with customers on the phone and in writing to negotiate payment; this could be full settlement or agreeing to an alternative plan with the customer based on their personal situation. You’ll talk to customers about issues with their credit account and investigate any queries they may have and have a key role in negotiating a resolution.
These are unique and exciting customer service roles as there are no sales targets; you will purely be measured on the service you deliver so you can completely focus on giving truly outstanding customer service. Our call centre at Radar Road offers great opportunities for progression and development whether you are starting or continuing your customer service careers with the Next Online Collections family.
This is a multi skilled role with a key focus on helping customers who may be facing financial difficulty.
About the Role:
We are looking for people who are as passionate about customer service as we are. We will provide in-depth, full time training to ensure you know everything you need to know to resolve our customer collections enquiries.
Whilst your main role is within Collections, there is the exciting opportunity where the business needs dictates, you will support the Accounts Investigation (Fraud) & Credit department with reasonable notice and training, this is a great chance to become multi skilled in all three areas.
There is also the opportunity to develop towards becoming a Senior Advisor within the department.
You will:
Talk to customers about issues with their credit account and investigate any queries they may have.
Make informed decisions based on the circumstances and information provided.
Speak to our customers to agree appropriate and satisfactory payment agreements.
Review customer accounts that are late on their payments to establish appropriate action.
Have a key role in negotiating a resolution.
Communicate confidently and be passionate about helping our customers and your colleagues.
Undertake all duties in line with the Financial Conduct Authority guidelines.
During our peak trading periods you’ll also be required to work additional 4 hour shifts per week, for up to 20 weeks of the year.
About You:
With previous experience in customer service, ideally within a call centre, customer facing financial environment or debt recovery background, you’ll be a team player with excellent communication skills, working in a fast paced environment. You will have an analytical approach enabling you to investigate by gathering information and liaising with multiple departments.
You'll be up for a challenge, empathetic and enjoy sorting out customers' problems so they're able to continue to shop with us. You will also be able to build a rapport whilst remaining assertive and resilient.
You will also have:
An analytical approach.
Excellent attention to detail and be extremely self-motivated.
A confident decision maker who takes full accountability for their actions.
Strong questioning and effective listening skills.
Outstanding problem solving skills with the ability to provide a range of solutions.
A clear and confident communicating style.
Excellent literacy, numeracy and PC skills (excel) with the ability to pick things up quickly.
What’s Next
Press the apply button now to start your application. Once you have applied for the job, we will initially consider your skills and experience based on your CV and application. If you match our criteria we will be in touch to arrange a telephone interview to find out more about your job history and more about you as a person.
All successful applicants will be subject to criminal & credit checks in line with our Reference Policy. In order to apply for this position you must not have had an unsuccessful application for a similar role in 6 months.
In accordance with Home Office guidance successful candidates will be required to evidence their right to work in the UK before commencement of employment. This role is not one we would typically consider for sponsorship under the Skilled Worker route due to, for example, the relevant Home Office requirements on skills level, not being met. Candidates are therefore encouraged to consider their own right to work options without Next sponsorship.