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Customer Advisor - Payment Management

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Capita

Nov 12

  • Job
    Full-time
    Entry, Junior, Mid & Senior Level
  • Customer Relations
    Sales & Business Development
  • Plymouth
  • Quick Apply

AI generated summary

  • You need customer service experience, preferably in FCA regulated finance, knowledge of mortgages, strong communication skills, and the ability to handle vulnerable situations maturely.
  • You will handle inbound and outbound calls, manage post and email, address queries, assist vulnerable customers, provide excellent service, and discuss mortgage features within established processes.

Requirements

  • Experience in working in a customer-based environment, with strong demonstrable customer service experience ideally in a contact centre setting.
  • Preference will be given to candidates with prior experience within in an FCA regulated financial services environment.
  • Previous knowledge of Mortgages and associated products would be preferred, though comprehensive training will be provided on this upon joining.
  • A passion for helping people.
  • Experience of developing strong customer relationships, with a maturity for handling customers in potentially vulnerable situations.
  • Confident in using multiple computer systems.
  • A professional attitude.
  • Excellent communication skills both written and verbal, as well as strong numerical skills.

Responsibilities

  • Respond to inbound calls and make outbound telephone calls for customers. This will include manual and auto/predictive dialler activities.
  • Carry out post and email administration.
  • Handle standard queries and specialist enquiries where appropriate.
  • Identify vulnerable customers, showing empathy & considering referral to the vulnerable team.
  • Providing a superb level of customer service.
  • Operating effectively within a wider Mortgage operations team.
  • Discussing features of customers’ Mortgages within the documented processes.

FAQs

What is the job title for this position?

The job title is Customer Advisor - Payment Management.

Where is this position located?

The position is based in our Plymouth offices in the United Kingdom.

What are the working hours for this role?

You will be working on a rotating shift pattern of 37.5 hours per week, covering hours from 8am to 8pm Monday to Friday, and 8am to 1pm on Saturdays.

Is prior experience in the financial services sector required?

While prior experience in an FCA regulated financial services environment is preferred, it is not strictly required as comprehensive training will be provided.

What kind of training will be provided?

All new starters will receive a comprehensive training course designed to transform them into market experts, giving them the knowledge needed to succeed in the role.

What qualifications are necessary for this position?

Experience in a customer-based environment with strong customer service skills is essential. Strong communication and numerical skills are also important.

What benefits does this job offer?

Benefits include a starting salary between £22,542 and £26,500, company matched pension, life assurance, paid maternity/adoption leave, 23 days of holiday (rising to 27), and voluntary benefits tailored to your lifestyle.

Do we offer support for employees with disabilities?

Yes, Capita is committed to being an equal opportunity employer and provides support for employees with disabilities throughout the recruitment process and working environment.

How can I apply for this job?

If this role interests you, you can click to register, apply, and track your progress through the provided application system.

Are there opportunities for career development?

Yes, there are numerous opportunities for learning new skills and career development within the organization.

Will I need to travel to the office regularly?

The role is hybrid, so while remote work is supported, some visits to the office will be required.

How do I contact Capita for reasonable adjustments during the application process?

You can email reasonableadjustments@capita.com or call 07784 237318 for any support or adjustments you might need.

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Capita

We’re a transformation & digital services business obsessed with creating a better world.

Consulting
Industry
10,001+
Employees
1984
Founded Year

Mission & Purpose

Capita is a leading outsourcing and professional services company based in the UK. They provide a wide range of services to both public and private sector clients, including customer service, business process outsourcing, technology solutions, and consulting services. Capita's ultimate mission is to transform and improve the services and operations of their clients, helping them become more efficient, agile, and customer-centric. Their purpose lies in delivering innovative solutions and expertise that drive business growth, improve service delivery, and enhance the overall experience for their clients and their customers. By leveraging their capabilities in technology, data analytics, and process optimisation, Capita aims to be a trusted partner that enables organisations to thrive and succeed in a rapidly evolving business landscape.

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