Customer Coordinator

Our global client requires an experienced customer coordinator to join their team for a minimum period of 6 Months.

Our global client requires an experienced customer coordinator to join their team for a minimum period of 6 Months.

• Handle inbound and outbound calls from customers to an exceptional standard.
• Respond professionally to customer emails and letters.
• Maintain accurate records of interactions, applications, and transactions.
• Provide support to customers who are experiencing financial difficulty, challenging personal circumstances, or are vulnerable, with compassion and understanding.
• Ensure compliance with relevant policies and legislation, particularly regarding forbearance and vulnerable customers.
• Liaise with External Partners that support our client in the collection of arrears and the disposal of assets when they are returned or repossessed.
• Identify and refer any agreements that may potentially involve Fraud and tracing of Customers who have been reported as Gone Away.
• Achieve a high pass rate on quality assurance conducted on your interactions.

Required:

• Previous experience in motor finance and/or a customer service environment.
• Great communicator with the ability to build relationships, being compassionate and considerate.
• Good organisational skills, with the ability to prioritise, multitask, and meet deadlines, which can come with an element of working under pressure.
• Strong team player.
• Awareness of the Financial Conduct Authority’s regulatory framework and Consumer Duty.

This role is subject to satisfactory references to include a DBS Check and Financial Check.

Whilst there is no contractual right to work from home, the flexibility our client offers is that you can request to work from home 2 days per week, again, providing there is no business requirement to attend the office.

The working hours are 35 hours, 9-5, Monday to Friday. There is the option to take a 30-minute lunch over 4 days, so that the fifth day will be a 2 pm finish.

This early finish will vary to ensure that there is good resource coverage within the team.

There is also a requirement to work one in every 3 to 4 Saturdays and 1 to 2 bank holidays per year, with a day taken off in lieu during the week.