Customer Account Manager

Job Type:
Permanent
Job Sector:
Sales
Region:
West Midlands
Location:
Redditch
Salary:
£16,000 to £20,000 per annum
Salary Description:
£16000 - £20000 Per Annum + excellent benefits
Posted:
12/06/2018
Recruiter:
CVWOW
Job Ref:
HW-CAM-REDD

Are you experienced and passionate in Call Handling and Customer Service, looking to further your career? If so we are now recruiting and are looking for individuals just like you!

What can we do for you?

- Highly competitive salary of £16,000 - £20,000 per annum
- Bonus scheme
- 40 hours a week
- 20 days + bank holidays, increasing incrementally to 25 days
- Pension contribution (5%)
- Death in Service 4 x salary
- Workplace pension


Customer Account Manager Responsibilities:

As our Customer Account Manager, you will be working as a part of a dedicated team responsible for the management of our customers. Primarily you will be assisting those who have fallen into arrears and also providing a support service for general customer enquiries. You will also be:

- Supporting customers from the onset of payment difficulties.
- Proactively contacting customers to discuss current arrears, including the effective use of outbound telephone calls, letters, emails and SMS to establish dialogue.
- Responding positively, empathetically and promptly to varied incoming customer contact, including telephone calls, email and letters
- Providing solutions by negotiating tailored treatments for customers, ensuring the most appropriate solution is offered relevant to the severity of arrears and the customer's circumstances.
- Account managing customer's accounts effectively throughout the process and assisting with the generation of additional and existing sales leads.
- Completing income & expenditure assessments to demonstrate affordability of arrangements.
- Using skills and knowledge to ask open questions and, if necessary, challenge information.
- Acting with sensitivity and recognition of customers in potentially vulnerable positions.
- Liaising with third parties throughout the arrears management process; these may be acting on the customer's behalf to negotiate an acceptable treatment or on the Company's behalf to complete asset recovery.
- Acting as first point of contact for customer complaints and recording details accurately.
- Maintaining consistency and adherence to strict Company policies and all regulatory guidelines (FCA, CCA, GDPR, AML, TCF etc).
- Managing multiple cases simultaneously, effectively prioritising workload.


The ideal Customer Account Manager:

To be successful as our Customer Account Manager, the role requires strong skills in both oral and written communication, with customer interaction via 'phone, SMS, letter and email, along with the desire to be a proactive team player. You will also need to possess:

- Ability to engage with the customer, build a rapport and engender trust
- Confident handling computer /software / communication systems
- Understanding of FCA regulation, GDPR, TCF, fraud prevention and complaint handling
- Identify and handle customer objections
- React positively to resolve issue and find solutions
- Ability to prioritise and plan your daily and weekly schedule to ensure objectives are met and customers' needs satisfied


Who are we?

Mobile Money Ltd is an ethically run, responsible company that prides itself on good customer outcomes. We began trading as the first logbook lender in the UK in 1998. We are a rapidly expanding company who trades from a centralised office in Redditch, delivering our services throughout England and Wales.

If you are looking for your next challenge as our Customer Account Manager, then we want to hear from you, pleaseThe vacancy you have applied for is being advertised by CVWOW Ltd, the UK's leading, award winning recruitment specialist. No terminology in this advert is intended to be deemed discriminatory. We are happy to accept applications from all suitably qualified persons regardless of their age, gender, race, religion, disability, sexual orientation or marital status. Full terms and conditions of the CVWOW business can be found on our website.

Contact Details:
CVWOW
Tel: 02392856811
Contact: Danielle Field
Email:

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