Performance Manager
A well known and well regarded legal firm based in Manchester City Centre is seeking for an experienced telephone negotiator to join their busy team. Offering a highly competitive benefits package and salary as well as the opportunity to work for a prestigious firm in an excellent location, offering learning and development opportunities and excellent opportunities for career progression
This role exists to maximise the performance levels of our field contact department by targeting negative field visit returns, proactively contacting customers to improve overall performance. Providing a professional and informative primary point of contact for all customers, internal staff and clients, whilst maintaining the highest levels of customer service.
Responsibilities
- To process inbound and outbound calls on negative field visits returned by our agent network
- Proactively attempting to contact customers with mortgage arrears to ascertain why they are not willing to discuss their situation with a field agent. In holding this dialogue attempting to convert the result to a positive client measure.
- To record all contact accurately on the case management system
- Treat all customers fairly, professionally and act within legislation and codes of practice.
- Make full use of provided technology to compliantly trace individuals and obtain contact numbers when these are not provided.
- Update account information as appropriate
- Liaise with internal staff and the field agent network to resolve problems and improve the company's performance metrics.
- Record customer complaints and relevant information accurately in accordance with our complaints procedure
- Transfer calls to other departments/field agents as required.
- Follow established internal and client processes and procedures
- Work effectively as part of a team
- Maintain department standards at all times
Requirements
Educated to GCSE standard
Call centre or telephony background, ideally within collections or a trace service environment
Previous knowledge of a consumer or financial market would be advantageous
Strong minded and confident
Exceptional listening skills
Excellent communication skills
Assertive negotiation skills
Ability to work proactively and manage their own workload
Knowledge of consumer credit legislation and codes of practice advantageous
Benefits
Opportunity to work for a well regarded business
competitive salary and benefits package
Opportunities for growth and progression
Friendly and supportive working environment
Pension scheme and other benefits
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