Customer service agent

Your Company:
NET Recruit are delighted to be partnering with a well-established and growing organisation who are seeking a Customer Service Agent to join their team in a full-time, permanent capacity based in Southampton.
This organisation is committed to providing customers with the support, guidance and solutions they need, with a strong focus on delivering positive outcomes and making a genuine difference to the customer experience. As the business continues to grow, they are looking for a customer-focused individual to join their dynamic team and play an important role in supporting customers throughout their journey.
The successful candidate will receive comprehensive training and the tools required to succeed in the role, while working within a supportive team environment that values collaboration, development and exceptional customer service.


Your Roles and Responsibilities:
While in this position your duties may include but will not be limited to:

• Handling both inbound and outbound calls with customers, adapting your communication style to meet individual needs and circumstances
• Managing existing customer accounts, including taking and rehabilitating payments and proactively addressing any issues that may arise
• Building positive and professional relationships with customers, ensuring they feel listened to, understood and supported throughout every interaction
• Taking the time to understand customers' financial and personal circumstances in order to identify appropriate and sustainable solutions
• Responding confidently and compassionately to customers who may be experiencing vulnerability or challenging personal circumstances
• Providing personalised support by adapting your approach and solutions to suit each customer's individual needs
• Identifying potential issues with customer accounts and taking proactive steps to resolve them effectively
• Answering customer queries and taking appropriate action to ensure concerns are dealt with efficiently and professionally
• Using a range of communication methods, including telephone, email and SMS, where appropriate
• Maintaining accurate and up-to-date customer records and ensuring all interactions are documented correctly
• Using internal systems and servicing platforms to manage customer accounts and deliver an efficient and consistent service
• Working collaboratively with colleagues to achieve positive customer outcomes and contribute to wider team objectives
• Contributing to a positive team environment and supporting the continued growth and development of the business

What You Will Need to Apply:
The ideal candidate will have previous experience within a customer service, contact centre, account management or similar customer-facing environment, with a genuine passion for helping people and delivering a high standard of service.
Excellent communication skills will be essential, with the ability to listen carefully, ask the right questions and understand the circumstances of each customer before identifying an appropriate solution. You will be confident communicating with customers over the telephone and comfortable handling conversations that may sometimes be sensitive or challenging.
Empathy and patience will also be important, particularly when supporting customers who may be experiencing financial difficulties or vulnerable circumstances. The successful candidate will be able to remain calm and professional while demonstrating a genuine understanding of the individual customer and their needs.
You will be a positive and personable team player who enjoys working alongside others in a lively and collaborative environment. A friendly and approachable personality, combined with a willingness to support colleagues, will be highly valued within the team.
A proactive attitude and willingness to learn are essential. You will be open to regular feedback, keen to develop your skills and motivated to identify opportunities to improve both your own performance and the experience provided to customers.
Good computer and systems knowledge will also be required, with the ability to confidently navigate different systems and learn new platforms. Previous experience within financial services, lending, collections or a regulated customer service

What You Will Get in Return:
For the successful candidate, a salary of up to £29,000 per annum will be offered, dependent on experience and suitability for the position.
In addition, you will have the opportunity to join a supportive and forward-thinking organisation that values its employees and encourages professional growth and development. The role offers exposure to a wide variety of clients and technologies, providing excellent opportunities to expand your skills and progress your career.
You will become part of a collaborative team culture where ideas are welcomed, achievements are recognised, and employees are empowered to make a meaningful contribution to the continued success of the business.

To discuss further, please do not hesitate to reach out to:

Suzi Kocovska - Recruitment Partner

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