Customer Outcomes Executive
Sanderson Recruitment · Epsom, England ·
A bit about 'Department': The Customer Outcomes team is responsible for supporting customers during periods of financial difficulty, helping them manage their debts through the multi-brands of the company. They operate to high standards under tight deadlines in a fast-paced environment, whilst maintaining the focus of delivering good customer outcomes.
What you'll be doing
Responsible for the efficient and timely execution of financial support, managing customer accounts, and resolving issues in line with policies and procedures. Engage with customers to identify tailored solutions that ensure positive outcomes, including affordable repayment plans, whilst maintaining a high level of customer care and consideration of their financial circumstances.
Maintain a strong understanding of Consumer Duty regulations, ensuring all collections processes comply with the relevant legal and regulatory requirements, especially around fair treatment of vulnerable customers. Ensure that all interactions align with our commitment to delivering excellent customer outcomes, working to resolve queries and concerns in a manner that is both ethical and customer-focused.
How you could stretch this role: Work closely with internal teams, including Customer Experience and Customer Relations, to ensure that the approach is consistent, fair, and compliant with corporate and regulatory guidelines.
Actively contribute to improving the financial difficulty and collections process, identifying areas for enhancing customer outcomes and compliance with evolving regulations. Stay informed about changes in financial regulations, policies, and best practices within the industry, ensuring ongoing professional development and awareness.
Involvement in ad-hoc projects. Experience you'll gain: Developing excellent verbal and written communication skills, acting as the first point of contact for customers of our company. Working within a dynamic and fast-paced environment that encourages personal development and fosters growth.
Supportive work relationship with line managers and fellow team members. Invaluable corporate experience working practically in a Customer Outcomes environment. What you'll get to own: Direct engage...