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Outbound Team Member

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Posted By: Debt Free Direct / Fairpoint plc
Address:
Contact: 0845 296 0161
Date Posted: 14th Jul 2008
Salary: £14k - £16k Dep on Exp
Location: Chorley (PR7 4EX )
Reference Code:
Views Since Posting: 3
Full Description:

Closing Date - 18th July
Assessment Days - 23rd July @ 09.30

Candidate – Summary

We are looking for bright 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

1. The main purpose of the role is to make outbound calls to customers who have responded to various marketing campaigns. These calls predominantly will be to customers who have already contacted DFD.
2. Extensive training is provided before new recruits start to take customer calls.

Main Duties

1. To demonstrate company values and business ethics.
2. To make outgoing 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 input the relevant details into the company’s IT system that will produce the best advice that is relevant to the customer’s individual circumstance.
5. 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.
6. Explaining the benefits and the practicalities of the Best Advice and match the clients expectations to these benefits.
7. To carry out duties in accordance with the company’s policies, including:
• Equal Opportunities,
• Health and Safety,
• Money Laundering and
• Data Protection.
8. To help the client obtain the necessary documentation in order to proceed with the Best Advice Solution.
9. Any other duties as required

Specific Skills

These will be assessed
1. The ability to work in a team
2. Basic arithmetic (using a calculator to add, subtract, multiply and divide)
3. Basic grammar and writing skills.
4. The ability to listen carefully to clients, question and probe effectively for the accurate personal and financial information required.
5. The ability to talk to clients in a sympathetic, friendly, patient but persuasive conversational manner.
6. To work within a busy and sometimes pressured call centre environment.
7. To work within a closely supervised team based 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 Internet Access
• Free Car Parking
• On-Site Canteen
• 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 you must be able to work towards.
• You will be working as part of a team under the close supervision of the Team Leader and Section Manager. The successful candidate will be in a team with typically eleven to nine other members.

Debt Free Direct is a subsidiary company of The Fairpoint Group