Recoveries Specialist
Department: Debt Recovery
Employment Type: Permanent - Full Time
Location: Swansea
Description
Are you ready to make a positive impact on people’s lives?
At Flint Bishop, we’re committed to helping individuals regain control of their finances. As a Recoveries Specialist in our debt recovery department in Swansea, you’ll play a vital role in our mission by providing compassionate and effective support to our customers.
The Recoveries Specialist handles high volumes of outbound and inbound calls to resolve challenging customer queries and overdue monies owed to our clients.
You’ll approach each interaction with empathy, providing guidance and support to customers, some of whom may be vulnerable. We will work with you on developing your skills to handle all calls to achieve fair outcomes.
The role is onsite, working 5 days per week at our Swansea offices.
Reporting to the Head of Recoveries.
Hours of Work: Mon‑Fri, 37.5 hours per week (flexibility may be needed depending on client workloads).
Key Responsibilities
- Deliver outstanding customer service, with a focus on resolving consumer customer queries and disputes regarding their overdue accounts; taking ownership of customers to prevent repeat contact.
- Be flexible to meet customer demand through a variety of contact channels such as Voice, Webchat, and Email, both inbound and outbound.
- Contribute to deliver objectives and be flexible to agreed business targets (including cash collection, customer satisfaction, complaints, quality, and compliance).
- Identify and understand customer needs to provide a consistently high‑quality service.
- Investigate, resolve, and process customer enquiries to deliver customer value at first point of contact.
- Effectively diagnose, investigate, and resolve customer disputes to ensure delivery of an efficient and effective service to the customer; work with specialist litigation teams to ensure they are handled and resolved in a timely manner.
- Negotiate repayment plans when necessary.
- Understand and adhere to the company and department standards, policies.
- Work as part of a team, sharing best practice, knowledge, resources, and ideas.
- Adhere to the Competence and Training procedures to promote a culture where customers are treated fairly and properly informed.
- Operate customer‑related information systems to the required standard to maintain accurate and secure records.
- A genuine passion for delivering Service Excellence, understanding what makes a great customer journey & tailoring your style appropriately.
- Experience in a customer‑facing role and target‑driven environment as well as excellent organisational and time‑management skills.
- Demonstrate experience in identifying opportunities for improvement. Computer literate to operate customer‑related information systems.
Skills, Knowledge and Expertise
What You’ll Need:
- Strong communication and interpersonal skills.
- Empathy and understanding.
- Resilience and adaptability.
- A passion for helping others.
- Previous customer service experience (preferred).
Disclosure will be required in the event that a position is offered. Financial checks will be required in the event that a position is offered.
Benefits
Competitive Salary
- Competitive salary increasing 12 months service, plus a performance‑related bonus.
Comprehensive Benefits
- Enjoy a range of benefits, including free parking, generous holiday entitlement with options to buy and sell holidays, extra day off for your birthday, onsite business café with baristas, team social events funded.
Career Growth
- We’re committed to your professional development. Advance your career through opportunities for promotion and training.
- We have a dedicated learning and development trainer for the department who will provide full training at the beginning and throughout your employment, supporting you with training and guidance on resolving complex and challenging caseloads.
- Be committed but patient with the journey; career progression opportunities are available and our business is growing, but you must show that you can master the Recoveries Specialist role and fully understand it to open up conversations about promotion or progression – we will work with you on your development.
Positive Work Environment
- Be part of a supportive team that values collaboration and teamwork.
Work-Life Balance
- Benefit from flexible working hours and a flexible, generous holiday allowance.
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