Expires soon Adecco UK Limited

Call centre customer service/sales

  • Stoke-on-Trent (Staffordshire)
  • Marketing

Job description

Stoke-On-Trent, Staffordshire
·  Salary
·  Category
Sales & Retail - Customer Service Advisor
·  Job type
·  Industry
Sales and Retail
·  External Reference

Responsible to:

Customer Relationship Centre

Reporting to:

Customer Relationship Team Leader

Key Relationships:

Customer Relationship Manager

CRC Team

All Managers/staff/HO colleagues

Key Relationships(External):


Third Parties


To effectively focus on high levels of customer service and have a proactive and positive approach and a willingness to resolve customer queries-

Providing Excellent Customer Service & first class support to all agents and managers in business development to business assurance

Ensure consistent and compliant approach to all internal and external customer contact and correspondence at all times


� Ensure Inbound customer service levels are within SLA when handling calls, third party correspondence and business assurance activity

� Ensure New customer applications are processed correctly, compliantly and promptly

- DPA (Know Your Customer) procedures are adhered with

- Customer card payments are processed compliantly

� Deal effectively with Complaints and Incidents

� Achievement of Compliance KPI's

o Incidents & Complaints are logged and reported in line with procedures

� Embraces Company initiatives and changing working practices

� Maintains a strong working relationship with the field managers to ensure the best outcome for the customer

� Ensure professional standards at all times - both in appearance and written/verbal communication

� Completes ad-hoc work requests to support the business

� Embrace and implement a culture that places the customer at the heart of all decision processes (TCF)

� Acts with integrity and creates a positive, focussed and energetic working environment

� Ability to work as part of a Team within the Department

� Processes paperwork for Debt Management and IVA practitioners

� Processes DRO/Bankruptcy and Deceased

� Deals with Inbound post and collates


� To offer excellent customer service, handling calls promptly and effectively providing a first time resolution

� Answer all calls within SLA - '3' ring rule

� All work conducted in a compliant manner paying particular attention to key principles such as DPA, TCF, and KYC

� Conduct agreed number of Outbound customer Business Assurance calls on a weekly basis

� Complete weekly checks on agreed number of documents

� Maintain high standard of response and interaction with third parties ensuring outstanding levels are minimised at all times

� Adheres to Fair Collections, Company Policy and SOP

� Ensure LMS training schedule adhered to

� Report any poor customer interactions via a Complaint or Incident report

� Proactively prepare for 121 and take ownership of their own development

� Shares knowledge/experience with team - understands own development areas

� Support any Admin duties as and when required

� Completes all Debt Management paperwork to agreed processes

� Processes all death certificates and completes procedure

� Handles all Inbound and Outbound calls efficiently and compliantly with DMC's

� Liaises with Insolvency practitioners as necessary

� Informs field colleagues of any changes affecting customers on DM plans

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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