Notice

NCO Europe Ltd. remains open during these challenging times as part of an essential service we are providing to support the response to COVID-19. Like businesses around the country, we have deployed a monumental effort to ensure that only our employees who are critical to providing health support to the nation are on-site. NCO are putting their welfare first and strictly adhering to all Government advice relating to hygiene, social distancing etc. For our customers who may be worried about coronavirus and the impact on their finances – we want to reassure you that we’re here to help – please visit our FAQ page for further information and support.

Customer Service Representative

Permanent

We are currently looking for Customer Service Representative to work at our prestigious offices based in Preston City Centre make and receive calls from NCO’s Global clients’ customers, providing positive information, help, support & guidance to address their needs. Providing world-class customer experience and focus with the ultimate aim of first contact customer resolution.

The Company

NCO Europe is a leading Financial and Customer Care outsourcing partner. We have trained multi-lingual staff using cutting edge technologies to ensure our customers receive the best possible outcome.

We offer our clients bespoke outsourcing services tailored to their specific geographical, regulatory and customer service requirements.

Our Offices are based in the heart of Preston City Centre.

The Job

  • Effective handling of both inbound and outbound calls from customers
  • Dealing with customer’s to obtain certain documents required by the client for verification purposes.
  • Using email to communicate with customers when necessary
  • Ensure exceptional call quality levels are continually met and that the customer receives the right outcome every time
  • Accurately update the system with key items from their conversations that are concise and relevant in order that we provide a seamless
    customer journey
  • Adherence to TCF/FCA and other regulatory rules, principles and guidance (full training will be provided to the successful candidates)
  • Commitment to continuous development to improve our customers’ experience and journey
  • Handle complaints, provide appropriate solutions within the time limit approved and follow up to ensure resolution
  • Identify potential vulnerable customers and financial hardship using strong customer service skills.
  • Provide accurate, valid and complete information to customers by using the right methods and tools provided
  • Ensure any commitments made to customers are followed up in a timely manner, efficiently to provide a positive customer journey
  • Adhere to company policies and standards - representing the best interests of the company and its’ clients at all times through the provision of outstanding levels of customer service
  • Achieve and exceed monthly KPI targets

Skills, Experience & Attributes

  • Experience of working in a telephone customer services environment- preferably in the financial industry. However, candidates with other telephone experience such as sales/credit control or collections are also highly suitable to this role
  • Enthusiastic, positive & approachable manner
  • Passionate about exceeding customers’ expectations and delivering an outstanding customer experience
  • A great communicator, both written and verbal, who wakes up every day wanting to exceed client and customer expectations
  • Strong desire to learn, take on board feedback, strive to improve and work to personal goals as well as part of a driven, energetic team
  • Ability to multi-task, prioritise, and manage time effectively
  • High level of literacy and numeracy – able to understand basic levels of personal customer data including financial history (ex: payment amounts, frequency 
  • Empathy, patience and a genuine passion to support people often in difficult situations, with the confidence to use both empathy and assertiveness in the right measures

What we Offer

  • Exciting performance incentives
  • Access to PerkBox for ALL employees to gain access to nationwide benefits such as discounts at restaurants, supermarkets, health clubs, online retail outlets and much more
  • Contributory pension plan (after 3 months employment)
  • Eye test & glasses vouchers
  • 28 days holiday per year (including Bank Holidays) and 1 additional holiday for each completed year of employment
  • Excellent canteen facilities with free touch screen internet access.
  • Superb progression opportunities throughout the company
  • Subsidised bus passes
  • Volunteer Opportunities
  • Annual Awards Evening
  • Employee Assistance Programme
  • If you believe that you have the required skills and live in the north west of England or are willing to relocate to the area then please forward your CV and a cover note to our recruitment inbox via the link below. We strive to reply to every applicant however if you have not heard with us within 2 weeks of your submittal then you have not been successful.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. The employer reserves the right to modify this job description, including by adding, removing, and altering job duties.

Who are we?

NCO Europe Ltd will be what is known as the data controller for any data that we hold about you. Our company registration number is 3122581 and our registered address is New City House, 57-63 Ringway, Preston, Lancashire, PR1 1AF.

What data do we hold about you?

The data that we hold about you is classed as personal data. Personal data is any data that relates to you, a living individual, which enables you to be identified from that data. The kind of personal data we hold about you is what is contained within your CV that you may have sent us directly or via an online job advertisement, or what is contained within an application form that we asked you to complete prior to an interview, such as, your name, address, contact details, previous employment history, education history and details of any criminal convictions or adverse credit.

Why do we need your data?

NCO Europe has a legitimate interest to store and process your data as for the purposes of processing your application to assess your suitability for a position within the business. We are also required to conduct pre-employment screening checks on you as part of the application process.

What do we do with your data?

All the personal data that we hold about you will be processed by our staff in the United Kingdom at the address stated at the top of this notice for the purposes of processing your application.
Unless we are authorised by you to do so, we will not send your data to any other third party except for external suppliers who assist us in completing our pre-employment screening checks. The details of these businesses and the services they provide are:

Iron Mountain UK (PLC) of Cottons Centre, 3rd Floor, Tooley Street, London, SE1 2TT. NCO Europe make regular backups of their system database which are stored on an encrypted tape at an Iron Mountain facility, therefore your data could be sent to Iron Mountain in this format. The tapes are only accessible to NCO Europe’s Information Security team

Disclosure Services Limited of 15 Perry Avenue, Rhewl, Oswestry, Shropshire, SY10 7AW. We send your data to Disclosure Services to enable them to conduct a Disclosure Barring Service (DBS) check on you on our behalf. The purpose of this is to check if you have any criminal convictions

Equifax Limited of Capital House, 25 Chapel Street, London, NW1 5DS. We send your data to Equifax so they are able to conduct a check on our behalf to see if you have any adverse credit

GB Group PLC of The Foundation, Herons Way, Chester, CH4 9GB. We send your data to GB Group for the purpose of electronic identification verification

All processing activities carried out by NCO Europe and the suppliers named above are done so in line with the General Data Protection Regulation (GDPR) and we take all necessary steps to ensure that your personal data is kept confidential and processed securely.

How long will we store your data for?

If you have sent us a CV directly or via an online job advertisement but we have not invited you to an interview, we will store your CV for a period of 3 months for future recruitment purposes. After 3 months has elapsed your CV will be permanently deleted.
If you have been invited for an interview you will have filled in application forms requesting the data outlined earlier in this notice. NCO Europe will store this data until a decision has been made on your application, at which point, if you have been unsuccessful in your application, we will delete all data relating to you. If your application was successful and you are offered a position at NCO Europe then we will store your data in line with our Employee Privacy Policy for the duration of your employment. A copy of this will be provided to you on the date that you commence employment, or alternatively you can request a copy from a member of the HR department.

Sensitive Personal Data

Some of the data that we will gather from you as part of the application process, such as details of any medical conditions or disabilities, or potentially data relating to your criminal record or credit file, is classed as sensitive personal data. As we are processing your application for a position within the business, NCO Europe has a legitimate interest to request, store and process this data in accordance with the General Data Protection Regulation.

What are your rights to your data?

Under the General Data Protection Regulation (GDPR) you have several rights regarding how your data is processed and how you can access it.
You have a right to access the data that NCO Europe holds about you and information around how it is processed. You can request this information free of charge and we will respond within 30 days providing a copy of all the data we hold relating to you.
You have a right to have your personal data erased if the purpose for it being processed by NCO Europe is no longer valid, or if the data has been unlawfully processed.
You have the right to data portability meaning that you can request that NCO Europe supply you with any of your personal data in an electronic format so you can then send this data to other businesses. You can also request that NCO Europe transfer this data for you to other businesses and we will do this where it is practical to do so and you have provided us with the details of where the data is to be sent.

You have the right to rectify your data if you believe that any data held by NCO Europe is inaccurate or incomplete. You can notify us of any discrepancies with your personal data and we will update our records accordingly where it is necessary to do so.
You have the right to restrict NCO Europe from processing your data if you believe we are storing personal data about you without verifying its accuracy, you believe our processing of your data is unlawful, or if we no longer need to store the personal data but you do not want the data erased as you require it to establish, exercise or defend a legal claim.
You have the right to raise your objections to the processing of your personal data if you believe that NCO Europe do not have legitimate grounds for processing your data or that the processing is unlawful.
You can exercise any of the rights explained above by writing to us at the address at the top of this notice, by emailing us at deborah.nichol@ncoeurope.com or by calling us on 0330 060 1473.

How can you complain?

If you wish to raise a complaint about how NCO Europe have processed your data, including in relation to the rights explained above, you can contact our HR department by writing to them at the address at the top of the letter, by calling them on 0330 060 1473 or by emailing them at deborah.nichol@ncoeurope.com. If you are not happy with the response of the HR department, or you believe that your data is being processed unlawfully, you can complain to the Information Commissioner’s Office (ICO) by visiting their website https://ico.org.uk/concerns/ or by calling them on 0303 123 1113.
Alternatively, you can contact NCO Europe’s Data Protection Officer, Joanne Cowens by calling them on 0330 060 1494 or by emailing them at joanne.cowens@ncoeurope.com.

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