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Senior Contact Centre Advisor
A new position with our New Business department in the Contact Centre has become available and we are looking for an individual who will be responsible for ensuring telephone calls from our introducers are answered professionally and within our service levelagreement. You will join a team who is responsible for dealing and responding to a variety of queries and for transferring inbound calls to the appropriate teams within New Business and other Operational Departments. As well as this, you will assist with Underwritingin line with authorised mandate authority.
You will be reporting to the Dealer Contact Centre team leader.
What you’ll be doing
- Handle inbound telephone queries from supporting dealers and internal sales staff
- Provide appropriate advice to resolve dealer queries or requests
- Liaise with dealers, field based staff and other business areas
- Manage all incoming post and department mailbox within SLA
- Manage all Generic Interface errors within SLA
- Assist with the review and approve/decline of credit proposals within individual approved credit authority
- To adhere to the company Credit Policy
- Deal with or escalate any identified risks in relation to the risk policies and/or legislative and regulatory guidelines in accordance with the company group risk framework
- Adhere to all Compliance & Regulatory controls including GDPR.
What we’re looking for
- A team player, whilst also being able to work autonomously
- Self motivated
- A desire to progress
- Ability to structure a proposal into a deal acceptable to all parties in a decisive and inquisitive manner
- Call/Contact Centre/Telephone based experience is essential
- Ability to work well under pressure and to tight deadlines
- A commercial outlook when considering proposals using strong influencing and negotiation skills
- GCSE or equivalent in Maths and English at grades A-C
- Ability to build strong, meaningful business relationships
- Sound PC skills
- Good verbal and written communication skills
What we offer
We have a range of benefits available which include:
- 25 days holiday per annum, plus bank holidays.
- Pension contribution. Minimum 3% with an employer matched contribution.
- Corporate rates for private medical insurance and other insurance products
- Employee assistant programme
- Enhanced family friendly policies
- Sharesave scheme
- Childcare vouchers
- Discounts on high street brands
- Local retail discounts
Other things you need to know
The hours of work will be 35 hours per week which will include a 1 in 4 late shift (11am-7pm) and 1 weekend in 4 (Saturday 9am-5pm and Sunday 10am-4pm) with lieu days on the following Thursday and Friday.
The starting salary for this role is £23,600 per annum plus quarterly bonus.