Customer Support Team Leader – 12 Month FTC

Kind Consultancy is working with a fast-growing Motor Finance firm which is currently seeking a Collections Account Manager to join them in a 12-month fixed-term-contract based in their Kent offices, with a hybrid work model, paying £34,000 – £37,000 dependent on experience.

Reporting to the Operations Manager you will be responsible for the day-to-day management of the Customer Support Specialists, overseeing the Customer Support function in a professional and effective manner ensuring fair customer outcomes and ensuring that the performance targets are achieved and opportunities to improve are identified, with key activities including:

  • Being the point of reference and support for the team
  • Training and coaching new and existing employees
  • Holding and documenting probation & periodic performance reviews
  • Ensuring Rota and absence policies are adhered to and absence/timekeeping issues are recorded accurately via the HR system
  • Ensuring Customer Support KPI’s are met by utilising cover / shift patterns / holiday / leave
  • Acting as the subject matter expert for all department procedures and policies along with any project involvement
  • Management the phone system to ensure maximum cover is available whilst providing clear and succinct daily reporting to evidence controls are in place
  • Running regular and ad hoc reporting make sure all team members are meeting the departments required KPI’s both in administrative tasks and telephony requirements
  • Liaising with other Team Leaders to ensure equal distribution of information and support cover is provided where and when possible
  • Conducting all administrative tasks required within delinquency management
  • Recommending potential procedure changes by collecting information and suggesting change to the Operations Manager

Our ideal candidate for the Customer Support Team Leader fixed-term contract:

  • Has demonstrable experience of managing high performing teams, or leading within a senior role, within an FCA regulated environment
  • Is a good team player, flexible and able to work on own initiative, with strong interpersonal skills, and the ability to establish effective working relationships at all levels
  • Is comfortable and credible in identifying and raising issues, particularly where driving good outcomes for customers are concerned
  • Appreciates the importance of accuracy and attention to detail
  • Demonstrates a sense of urgency and good work ethic, with the ability to work with competing deadlines and priorities
  • Has excellent customer service skills and awareness of the importance of the customer
  • Is comfortable and competent with MS Office products

If you’re interested in the Customer Support Team Leader opportunity, you have the skills and experience we’re looking for and you are based in or can commute to Kent, please apply with an updated CV today.

Complaint Handler

Kind Consultancy is working with a fast-growing Motor Finance firm which is currently seeking a Complaint Handler to join them in a full-time, permanent role based in their Kent offices, paying up to £27,000.

The Complaint Handler will focus on timely and accurate administration of any complaints received by the company from introducers and customers, ensuring all responses are completed in line with the current FCA and CCA regulations and the company’s policies and procedures, with key activities including:

  • Ensuring that all inbound complaints are thoroughly investigated within regulatory time frames
  • Openly and fairly reviewing each customer complaint without bias or personal opinion
  • Taking ownership throughout the decision-making process, communicating your reasoning, ensuring all obligations with relevant legislation are met, including the Consumer Credit Act, FCA, FOS and the FLA code of practice
  • Establishing telephone contact with customers to gain a full understanding of their complaint in order to progress to a fair outcome as quickly as possible
  • Building excellent relationships with 3rd party service providers, dealer networks and the sales team to review and resolve any quality concerns
  • Maintaining the complaints database with correct and relevant information at all times
  • Ensure all regulatory responses are issued correctly and on time

Our ideal candidate for the Complaint Handler opportunity:

  • Has experience of working within the motor finance industry with a minimum of 12 months handling vehicle quality issues and complaints
  • Has good knowledge the FCA’s Conduct Rules, particularly treating customers fairly (TCF) and the Consumer Duty,  and of GDPR and the DPA act
  • Is able to understand and comply with documented processes, policies and procedures
  • Has excellent verbal and written communication skills, including the ability to make customers feel heard and understood
  • Has a good educational background with demonstrable proficiency in Maths and English
  • Is Computer Literate, including MS Office products and E-mail

If you’re interested in the Complaint Handler opportunity, you’re based in or can regularly commute to Kent, and you have the skills, knowledge and experience we’re looking for, please apply with an updated CV today.

Collections Account Manager

Kind Consultancy is working with a fast-growing Motor Finance firm which is currently seeking a Collections Account Manager to join them in a full-time, permanent role based in their Kent offices with a hybrid work model, paying up to £27,000.

Reporting to the Collections Team Leader, the Collections Account Manager will support customers who have outstanding payments, helping them to take steps to manage any missed payments, with key responsibilities including:

  • Responding to telephone and email queries from customers who are experiencing financial difficulties, finding suitable payment solutions for any missed payments
  • Collecting card payments, or setting up payment plans, working with other specialist teams to support the customer
  • Demonstrating compassion and understanding towards customers in vulnerable circumstances, ensuring that all vulnerable or potentially vulnerable customers are managed appropriately
  • Accurately recording conversations and administrative actions within the relevant systems
  • Identifying Expressions of Dissatisfaction and potential complaints, recording these accurately and passing them to the relevant team

Our ideal candidate for the Collections Account Manager opportunity:

  • Is a team-player with strong interpersonal skills, able to establish effective working relationships
  • Has past experience of Collections work within Financial Services
  • Is comfortable and confident in identifying and raising issues, particularly where driving good outcomes for customers are concerned
  • Demonstrates a sense of urgency and good work ethic, maintaining a consistently high level of attention to detail
  • Has excellent customer service skills and the communication skills needed to make customers feel heard and understood
  • Is a competent user of Microsoft Office products
  • Is professional and well presented

If you’re interested in the Collections Account Manager position, you’re based in or can commute to Kent, and you have the skills, knowledge and experience we’re looking for, please apply with an updated CV today.

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