Department: Customer Service Team
Reports to: Customer Service Team Leader
JOB CONTEXT
Harper McDermott Ltd, trading as Trust Deed Scotland, is the leading independent provider of debt solutions in Scotland, incorporated in June 2016 and based in Glasgow city centre.
We specialise in providing debt advice and administering the two most popular debt solutions in Scotland, namely Protected Trust Deeds and Debt Payment Plans under the Debt Arrangement Scheme.
We are the only employee-owned company in the UK insolvency sector, making us unique in relation to the opportunities we can provide our employees and the service we provide to our customers and other stakeholders.
Due to the continuous growth experienced by the company and expected future growth we have a vacancy for a full time Customer Service Representative (CSR).
OVERALL PURPOSE OF THE JOB
The main role of the CSR will be to act as a front-line adviser to our customer base, answering their queries received both via phone and email.
As part of the Customer Service Team, the role will involve handling customer queries in relation to their agreed payments as well as dealing with all other payment queries, such as changes in circumstances, inability to pay etc.
In addition to payments responsibilities, the CSR will be expected to handle all other customer queries in relation to the management of their chosen debt solution.
All tasks must be undertaken ensuring that the company’s focus on providing an excellent level of customer service is always maintained, with an emphasis on meeting and exceeding the expectations of our customers and other stakeholders.
PRINCIPAL ACCOUNTABILITIES
| Qualifications / Experience: | Essential / Desirable |
|---|---|
| Previous experience in Financial Services and/or Customer Service background, at least 1 year | Essential |
| Knowledge and Skills required: | |
| Excellent customer service skills | Essential |
| Good time management & organisational skills | Essential |
| Effective verbal and written communication | Essential |
| Ability to work in a regulated environment, following all company policies and core values | Essential |