Collections Advisor

Next Plc•Guernsey, OH

3d•Onsite

About The Position

Working as a vital part in our Collections Team you'll communicate with customers on the phone and in writing to negotiate payment; this could be full settlement or agreeing to an alternative plan with the customer based on their personal situation. You’ll talk to customers about issues with their credit account and investigate any queries they may have and have a key role in negotiating a resolution. These are unique and exciting customer service roles as there are no sales targets; you will purely be measured on the service you deliver so you can completely focus on giving truly outstanding customer service. Our call centre in Enderby offers great opportunities for progression and development whether you are starting or continuing your customer service careers with the Next Online Collections family. This is a multi skilled role with a key focus on helping customers who may be facing financial difficulty. We are looking for people who are as passionate about customer service as we are. We will provide in-depth, full time training to ensure you know everything you need to know to resolve our customer collections enquiries. Whilst your main role is within Collections, there is the exciting opportunity where the business needs dictates, you will support the Accounts Investigation (Fraud) & Credit department with reasonable notice and training, this is a great chance to become multi skilled in all three areas. There is also the opportunity to develop towards becoming a Senior Advisor within the department.

Requirements

Previous experience in customer service, ideally within a call centre, customer facing financial environment or debt recovery background
Team player with excellent communication skills
Working in a fast paced environment
Analytical approach enabling you to investigate by gathering information and liaising with multiple departments.
Up for a challenge, empathetic and enjoy sorting out customers' problems
Able to build a rapport whilst remaining assertive and resilient.
An analytical approach.
Excellent attention to detail and be extremely self-motivated.
A confident decision maker who takes full accountability for their actions.
Strong questioning and effective listening skills.
Outstanding problem solving skills with the ability to provide a range of solutions.
A clear and confident communicating style.
Excellent literacy, numeracy and PC skills (excel) with the ability to pick things up quickly.

Responsibilities

Talk to customers about issues with their credit account and investigate any queries they may have.
Make informed decisions based on the circumstances and information provided.
Speak to our customers to agree appropriate and satisfactory payment agreements.
Review customer accounts that are late on their payments to establish appropriate action.
Have a key role in negotiating a resolution.
Communicate confidently and be passionate about helping our customers and your colleagues.
Undertake all duties in line with the Financial Conduct Authority guidelines.

Benefits

25% off most NEXT, MADE, Lipsy, Gap and Victoria's Secret products (when purchased through NEXT)
Quarterly bonuses
Free parking on Next authorised sites
Early VIP access to sale stock
Access to fantastic discounts at our Staff Shops
10% off most partner brands & up to 15% off Branded Beauty
Restaurants with great food at amazing prices
Hot deals and exclusive offers from over 3,500 retailers through our online benefits platform
Access a digital GP and other free health and wellbeing services
Sharesave scheme
Financial Wellbeing - Save, track and enhance your financial wellbeing
Direct to Work - Discount online and instore, collect your items the next day for free from your place of work or local store
Support Networks - Access to Network Groups to empower and celebrate each other
Wellhub - Discounted flexible monthly gym memberships, with apps, PT sessions and more