Customer Service Advisor

We’re hiring a new team of Customer Service Advisors to support our partners and customers. We pride ourselves on our outstanding Trustpilot reviews and 4.5 rating and our Glassdoor rating of 4.5, demonstrating our commitment to great experiences for customers, clients and colleagues. If you have the ability to provide outstanding customer experiences and want to join our award winning company take a look at what we offer….

Competitive salary of £23,300 per annum (£11.95 per hour)
This is a remote working with no requirement to travel to the office
Full time hours (37.5 pw) worked Monday to Friday between core hours of 8am6.15pm

Why work for us?

Weekends, evenings and bank holidays to yourself.
25 days annual leave plus bank holidays
A competitive workplace pension scheme
3 weeks of full time comprehensive remote training from the start date, with ongoing support
Coaching and mentoring, continual support, and opportunities for internal progression
Support and investment in your personal development
24/7 access to Employee Assistance Programme and Mental Health First Aiders

What we do

Premium Credit is the leading provider of insurance premium finance and a range of annually charged services, including tax, regulatory and accountancy fees, sports season tickets, memberships and school fees in the UK and Ireland. We’re a multi award winning business lending more than £4.5 billion to over 2.5 million customers through a network of almost three thousand partners and growing. We have over 30 years experience we have a customer centric culture and strong company values.

We’re a successful business with an Employee Net Promoter Score (eNPS) of 29 and a Silver Sustainability medal.

The role

You’ll deliver exceptional customer experiences focusing on first time resolutions for internal and external customers. Working as a first point of contact you will also:

Communicate effectively via telephone and email, responding courteously to requests from customers and partners

Ensure that the customer is at the heart of every conversation, taking a ‘customer first’ approach to query resolution

Proactively work to mitigate any escalations

Process information in accordance with company processes and industry regulations

Keep up to date with all organisational changes to provide up-to-date information to partners and customers

We offer an inclusive and supportive working environment with various opportunities for progression within our organisation both within and outside our contact centre.

Who we’re looking for

You’ll love speaking to people and aim to provide and outstanding experience to every customer

We’re looking for Customer Service Advisors who have:

A desire and genuine passion for delivering excellent customer service, ensuring an empathetic approach

Confident and clear communication skills, with a tenacious attitude toward problem solving

The ability to be versatile in your approach to adapt your style for each customer

The ability to work well in a fast-paced environment

Confident IT skills, with the ability to get up to speed with systems quickly

Flexibility, professionalism, drive and a willingness to learn

The ability to work effectively within a team

You will be responding to high volumes of calls. We don’t work with scripts as our customers and partners have individual needs, therefore you should be confident in asking questions to clarify customer requirements.

The recruitment process

Stage 1: Following your application our recruitment team will compare your application with the requirements listed in the job description to assess your suitability for the role. We’ll contact you with our decision.

Stage 2: If successful, we’ll send you an email to answer some questions on a video recording as well as a brief assessment. This will then be reviewed by a member of the HR team and we’ll contact via telephone or email to let you know the outcome.

Stage 3: If we both agree to continue, we’ll set up a video interview with the Hiring Manager. Whatever the outcome, we will let you know.

Stage 4: If you’re successful following the video interview, then we will extend a verbal offer, which will be followed up in writing if you verbally accept.

We’re committed to providing reasonable adjustments or accommodations for applicants, so if you need assistance or support during the recruitment process, please let us know on the application form or by sending an email to recruitment@pcl.co.uk

If you’re made an offer of employment you’ll be required to prove your eligibility to work in the UK before you start work. You must reside in the UK from the start date of this role; unfortunately we are unable to provide visa sponsorship at this time.

To ensure you can work from home efficiently you’ll be asked to provide your internet speed at the application stage.

Premium Credit are an equal opportunities employer with a strong and passionate commitment to Diversity, Equality and Inclusion in the workplace. We welcome applications from all sections of the community and encourage people from all backgrounds to apply. Equal opportunities are the only acceptable way to conduct business and we believe that the more inclusive our environments are, the better our work will be.

By submitting your application, you agree that Premium Credit may collect your personal data for recruiting and related purposes. To view our Privacy Notice please go to: https://www.premiumcredit.com/Recruitment-privacy-notice

All postholders will be subject to appropriate pre-employment vetting procedures and a satisfactory Disclosure & Barring Service (DBS) check prior to appointment.

Please note, we reserve the right to close this vacancy early if we identify a number of suitable candidates. All applicants will be advised if the vacancy closes early.

We are not engaging agency support for this role and respectfully ask that agencies do not submit unsolicited candidate details to Premium Credit Limited in relation to this role

Premium Credit Limited

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Customer Service Advisor