Company/Business:

Job Purpose

Customer Consultants are responsible for handling a large volume of performing and/or non-performing accounts within a team, contacting customers. This is a 100% telephone based role, in a call centre environment, that deliverssuperior call performance and the correct customer outcomes adhering to all aspects of compliance.

Organisation Chart

Please refer to functional organisation chart

Key Accountabilities & Responsibilities

Commercial

• With Management support stay current of professional customer experience standards expectations

Operational

• Handling a large volume of calls via the Dialler system and manual calling processes.
• Requesting any necessary documentation to be sent as needed to facilitate agreements with customers.
• Ensuring that the Cabot internal system is updated accurately with details of customer conversations and agreements
• Ensuring full compliance with legal and internal processes
• Processing direct debit and other payment methods

• Be an ambassador of our customer focused approach to collections
• Ensure all KPIs are consistently met.

People

• Supporting team members with ad hoc tasks as necessary

Customer

• Connect our customer operations department to the customer through high standard design and delivery
• Deliver correct customer outcomes.
• Adherence to governance

Key working relationships & Communications

• Team Leaders
• Team Seniors
• Fellow Customer Consultant’s

External:

• Customers

Values

Everyone in the Company is expected to live our ethical values in all that we do, put simply they are our promise to each other and form a critical element of the business’s ongoing success.

ETHICAL underpins our actions and is also used to measure and evaluate individual performance and behaviours:

• ETHICAL – Ensure outcomes are best for our company and customers alike.
• Engagement – Look to play your part and make a difference. Action & delivery orientated.
• Team Spirit – Motivate and encourage others, create strong morale & co-operate as a team player.
• Helpful – Have a ‘can do’ attitude, looking to help, willing to put themselves out to help the team.
• Innovative – Identify and implement opportunities for improvement, personally or professionally.
• Customer Focused – Dedicated to meeting the expectation and requirements of the internal & external customer. Acting with customers in mind, responding to needs, establishing and maintaining effective

relationships.

• Adaptable – Be excited about change and react positively towards it.
• Learn & Develop – Commit to learning and development within the company and as a person.

All employees are required to:

• Customers
  Ensure that our Customer's are treated fairly, that we deliver fair customer outcomes and we place the customer at the heart of what we do, supporting the delivery of a customer centric organisation.
• Health & Safety

To take care of their own health, safety and wellness and that of others, reporting accidents and incidents, in line with our Health and Safety policy. 

• Risk and Issues

To take responsibility for identifying and reporting risks and issues to the company, as well as proposing mitigating solutions.

• Regulatory & Statutory Requirements

Comply with all Regulatory & Statutory requirements in relation to their role.

• Contractual Adherence

Adhere to all Contractual Terms & Conditions of Employment.

• Non Contractual Adherence

Adhere to all Non Contractual policies and procedures as set out in the Company’s Employee Handbook and on the Company intranet.

Person specification:

Formal Education & Certification

• 5 GCSE’s grade C or above including Mathematics and English

Essential Knowledge & Experience

• Good verbal and written communication skills
• Strong influencing and negotiation skills
• Prior experience of working in a targeted or call centre environment
• Excellent customer focus
• Motivation and drive to meet and exceed expectations
• A good degree of logical thinking and confidence
• Superior interpersonal skills
• Professional attitude and behaviours
• Resilience and self motivation

Desirable Knowledge & Experience

• Prior experience of working in a revenue based target environment

• Prior experience of working in a financial or professional services organisation
• Knowledge of Data Protection legislation
• Prior experience of sales