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Customer Care Advisor

Competitive, DOE
Customer Service, Financial Services

Customer Care Advisor

Location: Northampton, NN3 9EX
Salary: Competitive, DOE
Contract: 40 hours per week – will consider part time applications

Billing Finance is a family owned vehicle financing Company based on the outskirts of Northampton.

We focus on customers with non-standard credit profiles that may not fit the automated underwriting processes of other lenders. Our mission is to help get all our people, including customers and staff ‘where they need to be’ by ‘putting them at the heart of everything we do’.

Our three key values are:

  • We work as a team.
  • We promote ownership.
  • We are friendly and fair.

Being a family run Company, we treat our staff like family, going on trips away, social gatherings, and supporting the local community through charity endeavours. The successful candidate will not only have a successful and fulfilling career with us but will also receive a fantastic range of benefits.

We currently have approximately 80 staff members, so if you want to join a Company that wants to make a difference then apply today!

About the role – Customer Care Advisor

This role will sit within our Customer Care team of 3 Advisors, and 1 team leader. The role will independently work customer complaints from beginning to end, including full investigation and resolution in line with Company policies, process, FCA guidelines and the Consumer Rights Act.

The role requires good problem solving, critical thinking, and communication skills. The ideal candidate will be able to work cases independently as well as working with colleagues to resolve ambiguous situations.

Key Responsibilities of the Customer Care Advisor:

  • Acknowledge receipt of complaints via letter, email, or phone from customers, Financial Ombudsman Service or other agencies and record them on relevant databases.
  • Investigate the details of complaints and determine company liability.
  • Review results of investigations and put together a final response to be signed off by the legal department.
  • Implement and monitor the full complaint lifecycle whilst keeping to strict deadlines in keeping with complaint guidelines.
  • Monitor agreement in a timely manner to ensure that payments are moved if appropriate
  • Maintain active communications with all stakeholders, seeking to manage expectations at all times.
  • Continually strive to build strong relationships with brokers, dealers, internal teams and customers.
  • Evaluate and make reasoned decisions on company expenditure in regard to instructing third party inspections and repair costs.
  • Inputting data onto in house system and recording status, level and outcome of all complaints for reporting purposes.
  • Assist in the review and implementation of existing and new policies within the Customer Care Department.

Successful candidates will need to be able to demonstrate the following experience, behavioural competencies, and our Company values:

Experience and skills

  • Experience of independently working complaints or concerns through from beginning to resolution
  • Experience of writing bespoke communication in a professional and clear manner
  • Experience of working own case load in line with SLAs
  • Experience of working with third parties to achieve the desired result
  • Experience in Financial Services desirable but not essential
  • Experience of HP Financial Services desirable but not essential

The Recruitment Process and How We Will Use Your Data

The recruitment process will involve obtaining information and/or exchanging it with the following organisations to assist with our pre-employment checks prior to interview.

  • Credit Reference Agencies – to complete a soft credit check to understand your financial history

To complete these checks, you will be asked to provide your address history for the past six years, along with your full name and date of birth.

We may also ask for proof of your right to work status or evidence of any qualification or experience prior to being offered employment. Further information on how we collect and use your data during the recruitment process can be found in our Recruitment Privacy Policy.

Billing Finance is an equal opportunities employer and will make any reasonable adjustments to accommodate any candidates with a disability.

If you feel you have the necessary skills and experience to be successful in this role click on ‘APPLY’ today, forwarding an up to date copy of your CV for consideration in the first instance.

No agencies please.

Apply for this job

Cover Letter

If you would rather email us directly, you can email us on:

© 2020 TribePost. All Rights Reserved.

Registered Office: 36B Speirs Wharf, Port Dundas, Glasgow, G4 9TG

Company Reg No. - SC372990 | VAT Reg No. - GB986160980

You can contact us on - 0141 465 2828

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