Customer Experience Executive

Benefits of working at Together

• 26 days holiday, and a day off for your birthday (increasing with service to 30 days), plus bank holidays
• Free access to company holiday homes
• Buy & sell holidays
• Discretionary annual bonus plus an additional Shared Reward Bonus
• Matched pension contribution
• Health cash plan plus Private medical insurance
• Life assurance and Critical illness cover
• Travel season ticket loans and Ride to work scheme
• Free local gym access
• Local bar / restaurant discounts

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Company Description 

We’re Together. For over 50 years, we’ve helped thousands of people, businesses and professionals unlock their property ambitions with our common-sense approach to mortgages and secured loans.

We take the time to understand our customers and our door is always open, so we can often help when other lenders can’t or won’t. Based in Cheadle, Cheshire, our 750 colleagues help our customers throughout the UK, backed by the power of a £7 billion loan book. 

As a Customer Service Advisor, you will work as part of our Operations Collection Team. We are a customer facing telephony team consisting of Collections, Recoveries and Customer Support. We’re focused on providing high quality support to regulated and unregulated customers. Our aim is to understand a customer’s circumstances and offer the appropriate sustainable support for customers in financial difficulties or who are experiencing in-life vulnerabilities. We achieve this through exceptional customer service, exercising common sense and treating customers with compassion.

As a Customer Service Advisor, we are looking for someone to:

• Deal with inbound and outbound telephone calls from customers relating to early and/or late stage arrears on regulated and unregulated accounts
  
   
• Through effective listening and questioning, understand the root cause of a customer’s financial situation and work with the customer to find the right solution for their needs
  
   
• Resolve customer enquiries to completion, aiming for first contact resolution where appropriate to reach good customer outcomes
  
   
• Identify and attempt to resolve potential customer complaints and escalate where appropriate
  
   
• Understand the needs of vulnerable customers and arrange the appropriate type of support, including signposting to organisations who can help

Essential

• Exceptional customer service and communication skills, with a commitment to minimising customer effort
• Excellent understanding of what a good customer outcome looks like
• Empathetic approach to customers through active listening and effective questioning, coupled with a keen sense of business objectives
• A team player who works collaboratively and flexibly within their own team and the wider operation to achieve business goals

If you feel you have some of the skills mentioned above, but not all, please do still apply and we would be happy to have a further discussion with you in regards to your suitability for the role.

Together Money embraces diversity and inclusion, and are proud to be an equal opportunity workplace. Not only do we welcome difference – we celebrate it, support it and really value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds, perspectives and skills.

We care that you have a great experience with us at Together, if you need us to make any reasonable adjustments to make your experience easier, please let us know and we’ll do all we can.

Please note that all successful applicants will undergo relevant employment reference, financial and criminal record checks.