Customer Service Representative

NCO Europe currently looking Customer Service Representatives to work with our clients’ customers and/or their appointed third party representatives to ensure a positive and supportive customer experience is provided throughout their duration with NCO Europe.

The principle reason for our activity is to secure affordable repayment of often multiple overdue accounts or to provide information on where customers can receive free financial advice should they require it. This is very much a customer service role with our account representatives expected to demonstrate high levels of empathy, active listening and patience as often these customers are experiencing hardship, financial difficulty or vulnerability.

About us

NCO Europe is a leading Financial and Customer Care outsourcing partner. We have trained multi-lingual employees 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 and close to all transport links.

What you will be doing

The purpose of the role is to interact with Customers & Third Parties to agree a sustainable, affordable repayment plan based on a standardised income and expenditure framework

• Using questioning skills to identify the customers financial circumstances and provide the best outcome for our customers and client
• Identifying potential vulnerable customers using strong customer service skills and asking the right questions
• Accurately updating the system with notes that reflect the conversation and ensuring that we provide a seamless customer journey
• Adherence to TCF/FCA and other regulatory rules, principles and guidance (full training will be provided)

What we are looking for

We are looking for Candidates who want to deliver first class customer service to our customers, who are willing to learn and want to progress.

Full Training will be provided to the successful candidate however some of the below skills are desirable and will be an advantage in the role:-

• Customer service experience
• Genuine passion to help customers in difficult situations and can demonstrate empathy
• Ability to work as part of a Team
• Understanding of Treating Customers Fairly, FCA Conduct Rules

What we offer

We offer the following benefits:

• Working from home from day 1 with all equipment provided by us
• Monthly NCO bonus opportunity of up to £250
• Premium monthly bonus opportunity from our client
• Exciting incentives
• Access to a online discounts app for all employees to gain access to nationwide benefits such as discounts at restaurants, supermarkets, health clubs, online retail outlets and much more
• 28 days holiday per year (including Bank Holidays) and 1 additional holiday for each completed year of employment
• Training & development
• Superb progression opportunities
• Volunteer opportunities
• Annual Awards Evening
• Employee Assistance Programme

NCO are committed to Diversity and Inclusion for all employees and applications from all individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belie, marriage and civil partnerships

If you believe that you have the required skills, please forward your CV and a cover note to our recruitment inbox (Recruitment.mailbox@ncoeurope.com) . 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.

Good Luck!

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 required of employees assigned to this job