Customer Support Agent - Macclesfield, UK

Customer Support Agents are predominantly responsible for answering inbound calls from our Credit Perfect and Credit Angel customers, although there will be a requirement to support other campaigns. Agents will also be expected to call customers to discuss our products and services and support our Customer Support Administrators as and when required. 

Key Responsibilities:  

  • Manage workload in order to meet and exceed our service level agreements when completing tasks such as responding to emails and processing refunds.
  • Provide factual information regarding loads, credit cards and credit score/report to help our customers make informed choices and find suitable lending solutions. 
  •  Make outbound calls when handling emails or when contating our customers to offer suitable lending solutions.
  • Develop and maintain excellent soft skills such as listening, questioning and rapport building wth the aim to deliver exceptional service.
  • Learn and understand our products, processes and systems and be responsible for keeping knowledge up to date. 
  • Be accountable for meeting quantative, strategic and personal devleopment objectives.
  • Whilst working in an FCA regulated environment, remain compliant when dealing with calls and emails. 
  • Follow company and regulatory guidelines, in-house scripts and monitoring frameworks. 
  • Treat our customers fairly at all times ad adhere to TCF principles and Data Protection rules and requirements. 
  • Handle concerns or complaints professionaly, providing and explaination or resolution. 
  • Understand the four business channels and collaborate with other areas of the business and share best practice. 
  • Undertake any additional tasks to support the business needs.  

Skills and Experience Required:    

  • Great time management, planning and organisational skills
  • Demonstrate efficiency as well as accuracy to avoid errors ad financial loss that could be of detriment to our customers or business.
  • Professional, positive and motivational team player.  
  • Can adapt to change and shows flexibility when required to support the customer, team or business.
  • Demonstrates responsibility & ownership for the quality of the service provided and for own development. 
  • Ability to deal with and resolve complex situations and is able to evidence exceptional call quality standards. 
  • Experience of working in a highly regulated environment preferred.
  • Excellent verbal and written communication skills
  • Competent using all Microsoft packages.
  • Previous experience preferred but not essential.