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Call Centre Specialist

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Posted By: Debt Free Direct / Fairpoint plc
Address:
Contact: 0845 296 0161
Date Posted: 19th Jun 2008
Salary: £14k - £16
Location: Chorley (PR7 4EX )
Reference Code:
Views Since Posting: 9
Full Description:

Closing Date - 23 June
Assessment day - 26 June @ 9.30 & 1 July @ 09.30

Candidate Summary

We are looking for intelligent individuals who can bring empathy and their experience of life to help customers to commit to resolving their debt problems. We would prefer candidates to have some call centre experience.

Role Purpose - Summary

• The main purpose of the role is to take inbound calls from customers responding to various marketing campaigns; to take customer financial details and (based on the best advice generated by DFD’s system) to advise customers on how best to proceed with their individual debt problems.
• While some outbound calling maybe required such calls will only be to customers who have already contacted DFD.
• Extensive training is provided before new recruits start to take customer calls.

Main Duties

1. To demonstrate company values and business ethics.
2. To take incoming calls as presented by the company’s telephony systems.
3. To greet customers in a warm and professional manner and to open the call by establishing and influencing the customer’s expectations about the purpose and content of the call.
4. To gather income, expenditure, debt and other financial information that is relevant to the customer’s situation.
5. To input the above details into the company’s IT system that will produce the best advice that is relevant to the customer’s individual circumstance.
6. Investigating in detail how serious the debt situation is for the customer and to discuss the consequences of not taking action in relation to their debt problem. This is to be performed in a sensitive manner.
7. Explaining the benefits and the practicalities of the Best Advice and match the clients expectations to these benefits.
8. The Specialist will prompt the system to produce the relevant documents required to progress the application and to issue an information pack for the client after having explained the Best Advice solution.
9. To carry out duties in accordance with the company’s policies, including:
• Equal Opportunities,
• Health and Safety,
• Money Laundering and
• Data Protection.
10. Any other duties as required.

Specific Skills

These will be assessed
• The ability to work in a team
• Basic arithmetic (using a calculator to add, subtract, multiply and divide)
• Basic grammar and writing skills.
• The ability to listen carefully to callers, question and probe effectively for the accurate personal and financial information required.
• The ability to talk to callers in a sympathetic, friendly, patient and conversational manner.
• To work within a busy and sometimes pressured call centre environment.
• To work within a closely supervised team base organization.

Competencies

• Integrity
• Customer Orientation
• Teamwork
• Action Orientation
• Communication
• Listening and Questioning
• Personal drive and commitment to success

Job Details

• Successful candidates will be based in Fairclough House, Adlington
• Starting salary - £13,500 for the probationary period, rising to £14,000 once the probationary period is complete – typically after three months.
• Holidays – 20 days plus 8 public holidays
• Free Car Parking
• Free Internet Access
• On-Site Canteen
• Generous Bonus Scheme £20k - £25k OTE per annum
• Free life assurance
• Childcare Vouchers
• Recommend a Friend Scheme
• Up to £1,200 Atttendance Allowance
• Hours of work – 37.5 hours per week between the hours of 8am to 9pm, Monday to Friday and Saturdays between 9am and 6pm.
• There are both team and individual targets that a Specialist must be able to work towards.
• The Specialist works as part of a team under the close supervision of the Call Centre Team Leaders and Team Manager. The successful candidate will be in a team with typically eleven to nine other Specialists.

Debt Free Direct are a subsidiary company of The Fairpoint Group