Job Description
Senior Collections & Customer Care, Cheadle ,Stockport
Ask DSG colleagues what they love best about working here (and we do!) and there is one response that comes up every time: The People. Our relaxed, professional working environment is based on respect and inclusivity. We make a habit of promoting from within, as seen from the number of senior managers who joined as apprentices. Our full-spectrum wellbeing programme doesn’t just provide support in times of need (like our full family private medical insurance, mental health champions, and 24/7 access to GP's and counsellors). It extends into coaching, job-crafting and encouraging our people to be the best version of themselves. Our bright and spacious campus has a range of exercise equipment which all colleagues have access to.
We actively seek business improvement ideas from our colleagues and reward them when they bear fruit. Alongside our lavish annual awards night, we have a monthly peer recognition programme for colleagues who display our core values: Love Yesterday, Today & Tomorrow, Improve Everything Always, Everyone Is Included, Remember, It's Bigger Than This.
Colleagues are invited to host corporate guests in our executive box at the AO Arena, where there is a fantastic line-up for 2023.
We are thrilled to be certified a B Corp & a Carbon Neutral Business. This signifies we have high standards of verified performance, accountability, and transparency on factors from employee benefits and charitable giving to supply chain practices and input materials. In simpler terms, Certified B Corporations are companies that use business as a force for good by caring about their employees, the environment, and their impact on the world.
In this role you will be reporting to the Head of Customer Care. The role is full time, you will be working 40 hours per week, Monday to Friday between the hours of 8am-6pm. This role will offer a hybrid working model, a mix between office and home working. You will be based out of our office in Stockport/ Cheadle .
Salary £30k , plus company bonus
- Casual dress
- Company events
- Hybrid role
- Company pension
- Cycle to work scheme
- Discounted or free food
- Gym membership
- Life insurance
- On-site parking
- Private medical insurance
- Sick pay
- Wellness programme
Key Responsibilities
- Proactive collection of outstanding arrears, whilst identifying the reason for the arrears
- Conduct yourself in a manner that upholds and promotes the Unity Auto Finance guiding principles and behaviours
- Adhere to QA/Compliance guidelines when communicating with customers
- Be able to identify and deal with Vulnerable Customers in line with CONC
- Competent at discussing various options for customer solutions for voluntary surrenders and voluntary terminations
- Support customers in financial difficulties, by means of education and by providing payment options that best suit the customer’s situation
- Understand each customer's situation and ensure that the best possible outcome is applied
- Handle customer enquiries, answering any questions and queries
- You will work with a minimum of supervision handling all customer queries
- Adhere to, and embrace, the culture of Treating Customers Fairly (TCF), DPA and FCA regulations
- Provide support and comprehensive product / service information to customers
- Processing customer correspondence & performing various administrative functions
- Identify opportunities to enhance customer experience and turn dissatisfied customers into happy customers
- Undertake various daily Customer Service and Collections tasks to support the Customer Care team especially during peak periods
Skills & Experience
- 3+ years previous experience in a Collections role, ideally within a regulated environment
- Dealing with serious arrears cases
- Ability to deal with sensitive situations and sometimes vulnerable or challenging customers
- Ability to work autonomously and consistently practise accurate judgement
- The ability to deal with customers in the right way and with empathy
- Strong written and verbal communication skills
- Excellent organisation skills and the ability to self manage priorities
- Ability to work under pressure whilst maintaining high attention to detail
- Adaptable to change and willing to embrace new ideas
Education & Qualifications
- Educated to GCSE standard or equivalent level of study or experience. 5 qualifications grades A-C (or equivalent) including Maths and English Language & Literature
Experience considered collections advisor, senior collections , credit controller , collections specialist, Ideally within the motor finance industry
DSG Is committed to treating customer fairly .
Job Type: Full-time
Salary: £29,000.00-£30,000.00 per year
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Enhanced maternity leave
- Enhanced paternity leave
- Free parking
- Life insurance
- On-site parking
- Paid volunteer time
- Private medical insurance
- Sick pay
- Wellness programme
- Work from home
Schedule:
- 8 hour shift
- Monday to Friday
Supplemental pay types:
Ability to commute/relocate:
- Stockport: reliably commute or plan to relocate before starting work (required)
Education:
- A-Level or equivalent (preferred)
Experience:
- customer service: 2 years (required)
Work Location: In person
Reference ID: CC Jenny