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Customer Care Team

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  • Posted By: Debt Free Direct / Fairpoint plc
  • Address:
  • Contact: 0845 296 0161
  • Date Posted: 19th Jun 2008
  • Salary: £12k - £14k
  • Location: Chorley (PR7 4EX )
  • Reference Code:
  • Views Since Posting: 12
  • Full Description:

    Assessment Days - 24 june @ 9.30 & 1 July @ 9.30



    Candidate – Summary

    We are looking for intelligent individuals, with a mature attitude, who can bring empathy and their experience of life to ensure Debt Free Direct to continue to resolve our customers’ debt problems. We would prefer candidates to have some call centre experience and industry knowledge.

    Role Purpose – Summary

    1. To take inbound calls from people who have an Individual Voluntary Arrangement (IVA) and who may need advice and guidance during the life if the IVA.
    2. To manage all incoming correspondence – email, letter and fax.
    3. Training will be provided

    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.
    4. To acknowledge all incoming correspondence
    5. To investigate and reply to all incoming correspondence or pass to appropriate team
    6. To gather detailed information that is relevant to the customer’s situation.
    7. To investigate fully the impact of the customers situation on their IVA
    8. To provide the best solution to the customers situation to be able to progress with the terms and conditions of their IVA (Best Advice)
    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
    1. The ability to work in a team
    2. Arithmetic
    3. Grammar and writing skills.
    4. The ability to listen carefully to callers, question and probe effectively for the accurate personal and financial information required.
    5. The ability to talk to callers in a sympathetic, friendly, patient and conversational manner.
    6. To work within a busy and sometimes pressured call centre environment.
    7. 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
    • Generous Bonus Scheme
    • Free life assurance
    • Free Car Parking
    • Free Hot Drinks
    • Free Internet Access
    • On-Site Canteen
    • Childcare Vouchers
    • Recommend a Friend Scheme
    • Great Working Atmosphere
    • 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 Customer Care team member must be able to work towards.
    • Works as part of a team under the close supervision of the Customer Care Team Leader and Manager

    Debt Free Direct are a subsidiary company of The Fairpoint Group

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