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Call Centre - Triage Advisor

  • Location:

    Birmingham, West Midlands

  • Sector:

    Contact Centre

  • Job type:

    Permanent

  • Salary:

    Up to £21039 per annum + pension, eyecare vouchers

  • Contact:

    Peter

  • Contact email:

    peter.davis@brookstreet.co.uk

  • Job ref:

    BMH/24783_1562074361

  • Published:

    3 months ago

  • Expiry date:

    21/07/2019

  • Startdate:

    30/09/19

Job Description

I am recruiting for a Triage Debt advisor for a client based in Birmingham. This an opportunity to join a local charity who specialise in helping people manage their debt and financial problems such as credit card or store card debt. They are offering a basic salary of £21039.
Benefits include generous annual leave entitlement, Duvet days, Eyecare, Healthcare, Childcare vouchers and Pension scheme.

THE ROLE
This is a customer focused role and will involve liaising with customers who call in to discuss their money or debt problems. Working within our customer service office, you will be the first point of contact for customers and will act as a Triage service to diagnose the issues before transferring them to the more senior team. You will strive to always capture all the relevant information while remaining empathetic and supportive at all times.

THE COMPANY
You will be working for a leading charity that works to help people all across the UK to tackle debt issues and help them manage their finances.

TYPICAL DAILY JOB DUTIES - WHAT WILL YOU BE RESPONSIBLE FOR?
Working in the Triage team, the role will require candidates to; -
- Receive inbound calls from customers looking for help with debt management
- Discuss each case in an empathetic and supportive manner, offering advice and resources were appropriate
- Record all relevant details in concise and accurate manner
- Forward all relevant cases to the Senior team
- Complete all relevant administration and documentation

HOURS
You will need to be flexible and able to work shifts covering full time hours of 35 hours per week between 9.00 am and 8.00 pm Monday to Friday, with rota'd Saturday working (c. 1 in 4) between 9.30 am and 1.00 pm.


PERSON SPECIFICATION
- Excellent communication and empathy skills
- 2 years previous call handling preferably in a complaints or advice role
- Good data entry skills
- An articulate and non-judgemental manner
- Good mathematical skills
- Lots of initiative
- A positive attitude

My client expects a high level of professionalism and customer service focus as well as a dedication to learning inside and outside the workplace. *Please note* The first 5 weeks if this role will involve intensive classroom training, therefore annual leave should not be taken during this time
After 12 - 18 months within this role, there are many opportunities to progress into a senior role with an increase of salary of up to circa £31,000
To be considered for this role you must come from a Customer Service Background, ideally from a complaints/advice/support /resolution role.
Knowledge of debt advice practices would be advantageous but is not essential, as full training will be given


***PLEASE ONLY APPLY IF YOU MATCH THE PERSON SPECIFICATION ABOVE AND ARE ABLE TO DEMONSTRATE THIS VIA YOUR CV AND AN INTERVIEW***







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