Specialist Customer Support Advisor


Specialist Customer Support Advisor

  • Location: Caerphilly
  • Salary: £19,000 - £22,000
  • Contract type: Full-time
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About us:

Link Financial Outsourcing is one of Europe’s most trusted providers of outsourced loan management and standby servicing solutions and is home to a wide range of financial services working with many of the UK High Street Banks and Credit Card providers. We are one of the leading names in our industry and we are continuing to grow.

At Link, we treat each customer as an individual, with an individual set of circumstances and we have always placed great emphasis on ensuring that we treat people in financial difficulty in the way that we would wish to be treated; with respect and dignity. The customer is genuinely at the forefront of our business and we demonstrate this in our approach throughout their journey with us.

About the Role:

We are recruiting experienced Customer Support Advisors for the specialist customer support team based in our Caerphilly office.

This role is in a call centre environment and will involve assisting customers who have been identified by our front line telephony teams as being particularly vulnerable or having specialist needs . This could range from customers with physical and/or mental health conditions, mental capacity issues, the elderly or infirm, those with a terminal illness, victims of domestic violence or people who have experienced a sudden life event. The role is both demanding and rewarding in equal measure, and will really only suit those who have a genuine passion for helping people.

Main Duties and Responsibilities:

  • Liaising with customers in a telephony environment both inbound and outbound;
  • Providing specialist support to vulnerable customers in financial difficulties;
  • Ensuring customers identified as being vulnerable are treated fairly and provided with the additional support they need, including signposting to external specialist services where necessary, such as Social Services; Samaritans or free money advice providers where appropriate;
  • Ensuring that correspondence in relation to customers is handled and processed correctly;
  • Ensuring that customers wishing to make repayments have the mental and financial capacity to do so and that any repayments arranged are affordable and ethical;
  • Ensuring that all policies and procedures are strictly adhered to.

To be successful in this role you will have:

  • At least 3 years customer servoce experience in a regulated financial services environment;
  • Excellent communication skills;
  • Exemplary customer service and empathy skills;
  • Experience in handling challenging or specialist calls;
  • Strong emotional resilience and discretion;
  • Customer service minded and articulate, with first class spoken and written English.

What we can offer you:

  • Competitive salary;
  • Discretionary annual performance-based bonus;
  • 24 days annual leave per year;
  • Pension scheme;
  • Ongoing career development;
  • Detailed and supportive training package;
  • Excellent work/life balance;
  • Regular social events;
  • Family oriented ethos.