A bit about 'Department': The Customer Outcomes team is responsible for supporting customers during periods of financial difficulty, helping them manage their debts through the multi-brands of the company. They operate to high standards under tight deadlines in a fast-paced environment, whilst maintaining the focus of delivering good customer outcomes.

What you'll be doing:

• Responsible for the efficient and timely execution of financial support, managing customer accounts, and resolving issues in line with policies and procedures.
• Engage with customers to identify tailored solutions that ensure positive outcomes, including affordable repayment plans, whilst maintaining a high level of customer care and consideration of their financial circumstances.
• Maintain a strong understanding of Consumer Duty regulations, ensuring all collections processes comply with the relevant legal and regulatory requirements, especially around fair treatment of vulnerable customers.
• Ensure that all interactions align with our commitment to delivering excellent customer outcomes, working to resolve queries and concerns in a manner that is both ethical and customer-focused.

How you could stretch this role:

• Work closely with internal teams, including Customer Experience and Customer Relations, to ensure that the approach is consistent, fair, and compliant with corporate and regulatory guidelines.
• Actively contribute to improving the financial difficulty and collections process, identifying areas for enhancing customer outcomes and compliance with evolving regulations.
• Stay informed about changes in financial regulations, policies, and best practices within the industry, ensuring ongoing professional development and awareness.
• Involvement in ad-hoc projects.

Experience you'll gain:

• Developing excellent verbal and written communication skills, acting as the first point of contact for customers of our company.
• Working within a dynamic and fast-paced environment that encourages personal development and fosters growth.
• Supportive work relationship with line managers and fellow team members.
• Invaluable corporate experience working practically in a Customer Outcomes environment.

What you'll get to own:

• Direct engagement with customers, aiming to provide effective tailored solutions and prioritise excellent customer outcomes.
• Maintaining accurate, up-to-date records of customer interactions, payment arrangements, and account statuses to support audit and reporting requirements.

Key Experience & Skills:

• Proven experience in a customer service, collections or financial services role.
• Strong understanding of Consumer Duty regulations and their application in a financial services environment.
• Excellent communication and interpersonal skills, with the ability to engage empathetically with customers who are in financial difficulty.
• Proficiency with relevant software and CRM systems.

Attributes & Behaviours

• Self-motivated, able to work effectively under your own initiative.
• Flexible attitude towards duties.
• Keen attention to detail
• Team-orientated, able to work efficiently with other departments within the organisation.
• Strong time management and organisational skills.

Reasonable Adjustments:

Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives. Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients.

If you need any help or adjustments during the recruitment process for any reason, please let us know when you apply or talk to the recruiters directly so we can support you.