Customer Service Advisor

Our business is growing and we’re hiring a new team of Customer Service Advisors to support our partners and customers. We pride ourselves on our outstanding Trustpilot reviews and 4.5 rating and our Glassdoor rating of 4.4, demonstrating our commitment to great experiences for customers, clients and colleagues. If you have the ability to provide outstanding customer experiences and want to join our award winning company take a look at what we offer….

- Competitive salary of £23,300 per annum

- This is a remote working with no requirement to travel to the office

- Full time hours (37.5 pw) worked Monday to Friday between core hours of 8am-6.15pm

Why work for us?

- 25 days annual leave - plus bank holidays

- A competitive workplace pension scheme

- 3 weeks of full time comprehensive remote training from the start date, with ongoing support

- Coaching and mentoring, continual support, and opportunities for internal progression

- Support and investment in your personal development

- 24/7 access to Employee Assistance Programme and Mental Health First Aiders

What we do

Premium Credit is the leading provider of insurance premium finance and a range of annually charged services, including tax, regulatory and accountancy fees, sports season tickets, memberships and school fees in the UK and Ireland. We’re a multi award winning business lending more than £4.5 billion to over 2.5 million customers through a network of almost three thousand partners and growing. We have over 30 years experience we have a customer centric culture and strong company values.

We’re a successful business with an Employee Net Promoter Score (eNPS) of 29 and a Silver Sustainability medal.

The role

As a Customer Service Advisor, you’ll deliver exceptional customer experiences focusing on first time resolutions, supporting internal and external customers. You’re the first point of contact for our valued partners and customers, you will;

- Respond to inbound calls and emails to resolve requests from customers and partners

- Take a ‘customer first’ approach to query resolution

- Proactively work to mitigate any escalations

- Process information in accordance with company processes and industry regulations

- Keep up to date with all organisational changes to provide up-to-date information to partners and customers

- Work to contact centre targets including Average calls per hour, Call Quality, NPS and shift adherence

We offer an inclusive and supportive working environment with various opportunities for progression within our organisation both within and outside our contact centre.

Who we’re looking for

You’ll love speaking to people and have experience in providing outstanding experience to every customer

You’ll have:

- A genuine passion for delivering excellent customer service, ensuring an empathetic approach

- Confident and clear communication skills, with a tenacious attitude toward problem solving

- Versatility in your approach, adapting to each customer

- The ability to work well in a fast-paced environment

- Confident IT skills, able to learn systems quickly

- Professionalism, drive and a willingness to learn

- The ability to work effectively within a team

You’ll be responding to high volumes of calls. We don’t work with scripts as our customers and partners have individual needs, therefore you should be confident in asking questions to clarify customer requirements.

The recruitment process

Stage 1: Your application will be compared with the requirements listed in the job description to assess your suitability for the role. We’ll contact you with our decision. *There is some automation in this part of the process.

Stage 2: If successful, we’ll send you an email to answer some questions on a video recording as well as a brief assessment. This will be reviewed by a member of the HR team and if successful we will contact you via telephone to ask you a few further questions and let you know more about the role.

Stage 3: If we both agree to continue, we’ll set up an online interview with two managers. Whatever the outcome, we’ll let you know.

Stage 4: If you’re successful following the online interview, then we will extend a verbal offer, which will be followed up in writing if you verbally accept.

We’re committed to providing reasonable adjustments or accommodations for applicants, so if you need assistance, adjustments or support during the recruitment process, please let us know on the application form or by sending an email to recruitment@pcl.co.uk

If you’re made an offer of employment you’ll be required to prove your eligibility to work in the UK before you start work. You must reside in the UK from the start date of this role; we are unable to provide visa sponsorship at this time.

To ensure you can work from home efficiently you’ll be asked to provide your internet speed at the application stage.

Premium Credit are an equal opportunities employer with a strong and passionate commitment to Diversity, Equality and Inclusion in the workplace. We welcome applications from all sections of the community and encourage people from all backgrounds to apply. Equal opportunities are the only acceptable way to conduct business and we believe that the more inclusive our environments are, the better our work will be.

By submitting your application, you agree that Premium Credit may collect your personal data for recruiting and related purposes. To view our Privacy Notice please go to: https://www.premiumcredit.com/Recruitment-privacy-notice

All postholders will be subject to appropriate pre-employment vetting procedures and a satisfactory Disclosure & Barring Service (DBS) check prior to appointment.

Please note, we reserve the right to close this vacancy early if we identify a number of suitable candidates. All applicants will be advised if the vacancy closes early.

We are not engaging agency support for this role and respectfully ask that agencies do not submit unsolicited candidate details to Premium Credit Limited in relation to this role

Contact Centre jobs

Customer Service Advisor