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Job Title: Customer Service Advisor

Salary: £17,000 +bonus and flexible benefits

Employer: Link Financial Outsourcing

Location: Caerphilly

Job Category: Collections

Contract Type: Full-Time

Job Description

Company Outline:

Link Financial Outsourcing is one of Europe’s most trusted providers of outsourced loan management and standby servicing solutions and is home to a wide range of financial services working with many of the UK High Street Banks and Credit Card providers. We are one of the leading names in our industry and we are continuing to grow. If you are passionate and committed to providing high quality customer service we would like you to be part of our growth.

Job Scope:

As a Customer Service Advisor you will be able to provide an excellent standard of collections service to our customers, quickly building rapport and supporting them to find the right solution for their circumstances. Our Customer Service Advisors aren’t just great talking on the phone, they’re brilliant listeners .Taking inbound and outbound calls you will use questioning kills and people management skills to assess their situation, offer empathetic responses and bring the call to a resolution that satisfies both the customer and client. If you’ve got these skills plus the ability to put yourself in the customers’ shoes, you’ll help us build unique relationships that really last. Previous collections experience isn’t essential. It’s all about personal qualities- using your empathy and listening skills to help our customers reach an affordable and ethical outcome on every call.

Responsibilities and Duties:
• To effectively handle inbound and outbound telephone calls
• Proactively manage the customer and client experience by focusing on positive communication, sensitive negotiation and treating individuals with empathy and respect in line with our values, policies and regulatory requirements
• To verify and validate all telephone contacts in line with Data Protection legislation and internal policy requirements
• To provide the customer with an outcome that is affordable, ethical and in line with Treating Customer Fairly (TCF) principles.

Previous Experience:
• Previous experience working in a customer focused environment is essential
• Experience working in a FCA environment is desirable

Work Based Competencies:
• Strong customer focused approach
• Excellent verbal communication and listening skills
• Ability to build rapport with all customers
• Excellent Numeracy, Literacy and Computer skills
• Ability to work in a customer orientated environment
• Enthusiasm and passion for learning new skills

• Adaptable approach to meet the needs of our customers

Behavioral Competencies:
• Endorses our company values at all times
• Demonstrates reliability, honesty and integrity
• Works well with others, adapting to the team ethos and always displaying team spirit
• Continually striving to achieve and exceed targets

Specific Requirements of the Role:
• Able to work 37.5 hours per week
• Be flexible to work between our office hours: Monday-Thursday 8am-8pm, Friday 8am-5pm and 1 Saturday in 4 9am-5pm.
• Able to commit to 4 weeks of full time training

What we’re offering:
• Competitive Salary and discretionary bonus
• 22 days of annual leave per year
• Access to a Pension scheme
• On-going Career Development
• Detailed and supportive training package
• Excellent work life balance
• Regular social events
• Slumber days
• Free parking
• Free tea and coffee facilities
• Family oriented ethos

If you would like further information feel free to email us at or contact us on 02920 853558.

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