Closing Date - 27 June
Assessment Days - 24 June @ 9.30, 26 June @ 9.30, 1 July @ 9.30

Candidate – Summary

We are looking for a bright enthusiastic individual who will assess potential client cases referred by call centre Specialist. They will have a keen eye for detail and a great customer approach. Ability to work to targets and some experience working in a call centre or financial industry is an advantage.

Role Purpose – Summary

• To assess potential IVA cases referred by the specialists.
• To verify existing information and collect further information and documents from the client as required. This will require the use of telephone, letter writing and/or email.
• To draft proposals, appendices and nominees reports for review by DFD’s Review Team

Main Duties

• To work as part of a team within a call centre environment.
• To be able to work to targets and under pressure.
• To work with our computerized Information Management System to record and analyse information provided by clients and to generate the proposals, appendices and nominees reports.
• To be flexible when required to cover shifts in the event of other team members absence due to sickness and holidays.
• To provide excellent client service in line with the assessor/drafter training provided.
• To deal with all administrative and client related tasks efficiently and accurately so that cases are progressed to client satisfaction and in line with DFD targets.
• To maintain and update case related IMS tasks so that accurate information for management reports is available at all times.
• To ensure that all telephone calls, inbound and outbound, are handled professionally and in the manner set out in DFD training.
• To record all client information fully and accurately on DFD’s Information Management System.
• To perform a pre-acceptance review on every case and make all appointed telephone calls as allocated by the team leader.
• To prepare for and make all appointed telephone calls as set out in the diary and in the manner set out in DFD assessor/drafter training.
• To keep the team leader informed of the outcome of all appointed calls.
• To keep team leader informed whenever you have unallocated time.
• To forward a case for review to the review team as soon as it is drafted.
• To attend team and DFD meetings and training sessions as required.
• To attend “1 to 1’s” and appraisals with the team leader as required to discuss personal, team and DFD performance, development and objectives.
• To support DFD company policy at all times with regard to the security of client and company confidential and sensitive information and the physical security of DFD’s premises and assets.

Personal Qualities

• Experience of working in a client focused environment, providing a professional, knowledgeable and friendly telephone service.
• Technical competence – previous experience of working with computerised information recording systems and email.
• A high standard of computer literacy, numeracy, grammatical and verbal skills.
• Flexible approach to working practices and shifts.
• Team player – enjoys working as part of a team yet is self-motivated.
• Enthusiastic, positive and “can-do” attitude towards work.
• Ability to work under pressure and within a target related environment.

Specific Skills

Essential (these will be assessed)
Mature and stable personality
Intermediate MS-Excel
Facilitation Skills

Preferred
Intermediate MS-Word
MS-Outlook

Competencies

Influence
Listening
Communication
Customer Orientation
Problem Solving
Teamwork
Action Orientation
Planning and Organising

Job Details

• Successful candidates will be based in Fairclough House, Adlington
• Salary for the role £14K – however this position offers a salary banding with potential to increase to £16K
• Starting salary will be £500 less then the agreed salary for the successful candidate for the duration of the probationary period, rising to full salary once the probationary period is complete – typically after three months.
• Holidays – 20 days
• Free Car Parking
• Free Internet Access
• On-Site Canteen
• Generous Bonus Scheme
• Free life assurance
• Childcare Vouchers
• Up to £1,200 Atttendance Allowance
• Contracted hours of work – 37.5 hours per week during normal office hours (i.e. between the hours of 8am to 9pm, Monday to Friday).