Customer Service Representative (Collections)

Application ends: February 10, 2023
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Job Description

Chatham, England

About Us:

We are part of PFG, a leading specialist bank for the millions of people in the UK who are not well served by mainstream lenders. Our purpose is to help put people on a path to a better everyday life with our clear and responsible approach to lending; an approach built on over 141 years of experience.

PFG is a unified group made up of two brands: Vanquis (cards and loans) and Moneybarn (vehicle finance). While they offer different products and services, they share the common purpose and customer-centric values at the heart of our group. We understand our customers are real people with varied life experiences, so everything we do from our products to our customer experience is designed with this in mind.

You and Your Team:

We are getting ready for our biggest year yet… and to do this we need fantastic people to join our busy contact centre team. This is where you will start training to be part of our busy contact centre. Once trained, you’ll be making and receiving calls from our customers to talk to them about missed payments on any of the products we service for the Provident Group to help them get back on track.

In your day-to-day role, as a Customer Account Agent you will be:

  • Working on our call dialler system to take inbound calls and make outbound calls to our customers.
  • Speaking with our customers to find the best solution for them to help them manage their credit account moving forward.
  • Updating our customer databases to ensure accurate records are kept of the customer’s account and personal situation.
  • Providing excellent customer service to our customers

What you will bring to the team:

Essential:

  • Confident when speaking to customers and asking for sensitive information.
  • Emotional resilience and empathy.
  • Enthusiasm and desire to help customers find the best outcome for their situation.
  • True customer champion.

Desirable:

  • Customer-service experience (face-to-face or telephone based).
  • Contact centre experience.
  • Financial service background.

When and Where:

Our current shift pattern works between the hours of 8:30am – 7pm Monday – Friday and 2 Saturdays are required every four weeks.

When you join, initially the majority of your time will be in the office (Based in Chatham, Kent) for up to 8 weeks however there will be some opportunity to work from home. This is to ensure you feel skilled and confident to start providing excellent outcomes to customers.

Following this we will give you the option to take advantage of our hybrid working meaning you work from home, but with a minimum 8 days a month in office with the rest of your team.

Why Vanquis?

Vanquis was established in 2003, offering a credit card designed to help customers improve their credit score. In 2016, Vanquis introduced personal loans to give customers additional opportunities on their credit-building journeys. Vanquis brings together PFG’s lengthy history in the financial sector with modern money management through its online and app-based accounts.

Our colleagues are the most important part of delivering our purpose to put customers on a path to a better everyday life. If it wasn’t for their amazing efforts, ideas and energy we wouldn’t be the successful business that we are today.

On top of all this, we will give you a package including:

  • Competitive salary starting at £21,000
  • Discretionary annual bonus
  • Hybrid working considered
  • Up to 30 days holidays in addition to bank holidays
  • Pension Scheme with matched company contributions up to 5%
  • Extensive opportunities for personal and career development
  • Opportunity to grow, develop and learn
  • Colleague Perks at Work discount platform
  • Season ticket loan
  • 1 paid day to ‘give back’ to local communities or chosen charity

We strive to constantly improve the way we look after our people and have created an environment where everyone feels valued and can be themselves. We know that by having a better, more inclusive culture and a diverse group of colleagues, we can support our customers and each other in the best way possible. We also believe this goes a long way to helping us live our purpose and defines why we’re here in the first place: to help put people on a path to a better everyday life.

We’re an equal opportunities employer and we want people to join us no matter how they identify, their sexual orientation, marital or civil partner status, race, colour, nationality, ethnic or national origin, religion or belief, disability, or age.

We want to attract and retain the best people. We make sure that, if people need it, they’re given all the extra support and reasonable adjustments to take part in any part of our application or interview process.