Customer Service Advisor

Customer Service Advisor

Paying 26k - 28k DOE
Based in Manchester City
5 days on site

We're looking for a confident, motivated and commercially minded Customer Service professional to join a fast-paced and supportive credit control team.

This is a hands-on role for someone who enjoys working with people, is comfortable having conversations around customer payments and arrears, and takes pride in achieving results without compromising on customer service.

You'll take ownership of your own portfolio of clients, working closely with colleagues across the business to resolve queries, manage accounts and maximise cash collection. You'll also have the opportunity to make a real impact on the wider performance of the credit control function.

What you'll be doing

• Managing your own daily collection schedule and taking responsibility for achieving individual targets.
• Making outbound collection calls, with telephone contact being the preferred first point of contact.
• Working towards and exceeding agreed KPIs and SLAs across cash collection and customer contact.
• Managing outstanding balances and supporting the rescheduling of arrears where appropriate.
• Monitoring account activity and aged debt, identifying trends and taking action where required.
• Escalating account queries where they require further support or fall outside your remit.
• Building strong relationships with internal stakeholders to ensure issues are dealt with quickly and professionally.
• Contributing to a positive team environment and supporting colleagues when needed.
• Identifying any areas where additional training or coaching would be beneficial.
• Keeping on top of activity levels, including calls, call time and email queues, and being able to explain any significant changes or variances in performance.

What we're looking for

You'll ideally have previous experience in Credit Control, Collections, Customer Service or a customer-facing environment.

More importantly, you'll be someone who:

• Is confident, positive and an excellent communicator.
• Is comfortable speaking to customers about payments and resolving difficult conversations professionally.
• Has strong negotiation and influencing skills.
• Takes ownership of their workload and is accountable for their results.
• Works well under pressure and enjoys working in a busy, changing environment.
• Is target-driven but understands the importance of delivering a great customer experience.
• Is reliable, punctual and committed to maintaining high standards.

What success looks like

You'll play an important role in the overall performance of the credit function, with success measured across areas including:

• Cash collection and collection efficiency.
• Reduction and movement of aged debt.
• Debtor days.
• Rescheduling of arrears.
• Direct Debit coverage.
• Outbound call activity.
• Achievement of agreed KPIs and SLAs.
• Quality of customer interactions and resolution of queries.

This is a great opportunity for someone who enjoys a role where no two days are quite the same, likes being measured on results and wants to be part of a team where their contribution genuinely matters.

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INDMANJ

The Portfolio Group are acting on behalf of our client in recruiting for this position.

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