Customer Assistance - Financial Recoveries

Can you show kindness, patience, and compassion for customers who are struggling? Are you innately calm and easy to talk to? Does wording difficult news in the right way come naturally to you? Then you could be our next Customer Assistant.

This role is located in Binley Business Park, Coventry CV3, and is full-time 37.5hrs/week by rota, so we can meet the needs of all kinds of people living all kinds of lives.

Working in our collections team means dealing daily with customers who might be facing financial difficulty, and coming up against issues that can put customers in debt, such as fraud and scams. Our client, a well-established UK building society, prides itself on being built by the people for the people, and we uphold these ethics in everything we do for our customers, through the good times and the bad.

If you've worked in call centres before, or even done customer service work before, you probably wonder what makes us any different? Here at TSYS, we are categorically the best at providing customer service solutions for our clients - and our recent victory at the Card and Payments Awards shows just that!

Not only are we recognised across the board for our excellent customer service, we also take pride in recognising our staff. We would never have received such praise had it not been for our amazing teams, and that's why we offer excellent benefits, a fun workplace with a smart-casual dress code, regular events such as Summer and Christmas parties and staff recognition days, awards and certificates recognising staff attributes, and, what's better, over half of all our roles are filled internally. Your next job could be with us, but so could your next job after that! We don't just offer a job, we offer a career, new experiences, and lifelong friendships. What are you waiting for?

Responsibilities in this role:

• Answering incoming telephone calls
• Contacting customers who may be experiencing financial difficulty
• Providing excellent customer services at all times while building and maintain a professional relationship with customers
• Helping customers with managing repayments through a range of repayment options
• Signposting debt management solutions
• Processing card payments
• Logging and processing of complaints
• Raising issues and potential problems with management
• Working with other internal teams to provide a streamlined experience for customers

The ideal candidate would have:

• Customer service experience (face to face or telephone)
• Excellent communication and listening skills
• IT literate
• Ability to see the bigger picture
• Good use of initiative
• Compassion and empathy
• Ability to work as part of a team
• Good telephone manner
• Ability to work under pressure
• Customer focused and results orientated
• Preferably some experience in similar roles

In return, here are some of our great benefits:

• Unsociable hours allowance – an additional £1.50 per hour for any shift or part-shift worked between 7am-8am or 5pm-8pm Mon-Fri and any weekend shifts
• Life Insurance – x1 Salary (Can be increased to x4 at additional cost)
• Full Training provided
• MediCash Health Care Plan
• Pension (Employee 5% - Company 3% contributions)
• 26 Days Annual Leave + Bank Holidays (Rising to 30 days with continuous service)
• Option to buy additional leave
• Enhanced Sick Pay - 13 Weeks full pay after 12 months service chance for this to increase based on length of service with us
• Cycle to work scheme
• Maternity & Adoption Pay – (12 Weeks Full Pay – after 26 weeks in employment)
• Paternity Leave (2 Weeks Full Pay – After 26 weeks in employment)
• Shared Parental Leave – (12 Weeks Full Pay – after 26 weeks in employment)
• Bereavement Leave – (5 Days Leave at Full Pay)
• Dependent Leave – (2 Days at Full Pay)
• Free onsite parking

TSYS Managed Services (TMS) offer financial solutions in the form of customer service, through our outsource contact centres on behalf of Banking and Building Societies in the UK and Europe such as Nationwide, Virgin Money, Metro Bank and many more. We are part of a larger worldwide organisation called Global Payments who operate in over 80 countries worldwide offering payment solutions. TMS is an equal opportunities employer.

Job Types: Full-time, Permanent

Salary: £10.34 per hour

Benefits:

• Additional leave
• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Discounted or free food
• Free parking
• Life insurance
• On-site parking
• Private dental insurance
• Private medical insurance
• Referral programme
• Sick pay

Schedule:

• 8 hour shift
• Day shift

COVID-19 considerations:
Perspex screens between work stations; regular touchpoint cleaning and general cleaning; hand sanitizer points throughout building

Ability to commute/relocate:

• Coventry, CV3 2SN: reliably commute or plan to relocate before starting work (required)

Experience:

• Customer service: 1 year (preferred)
• finance: 1 year (preferred)

Work authorisation:

• United Kingdom (required)

Work Location: In person