Job Title: Specialist Support Officer

Salary: £19,000 – £22,000

Location: Solihull

Hours: Full Time, Hybrid working

Due to expansion our client, a well-respected and long-established financial services company based

in Solihull is recruiting a Specialist Support Officer to join their small friendly team.

The ideal candidate will a high level of commitment, self-motivation and adherence to regulation and

legislation is required as well as adhering to the department’s policies and procedures, to provide

suitable and fair outcomes for the customers.



Deal empathetically with customers whilst questioning and probing to understand their

circumstances



Examine accounts in arrears, and up-to-date accounts, and work with customers to

proactively identify; vulnerable/sensitive customers, customers experiencing financial

hardship or a customer making a complaint, referring to specialist teams where applicable



Handle escalated calls from customers to ensure that complex queries and complaints are

handled swiftly and effectively by making decisions on the correct course of action for an

account



Understand the reason and likely timeframe of financial hardship and make suitable /

sustainable arrangements with customers



Communicate with customers / authorised third parties to agree and monitor payment

arrangements



Monitor Judgment / orders cases to ensure that payments are made as ordered



Communicate and provide accurate information in a timely manner by relevant methods

internally and externally in line with company policy and procedures



Manage, organise and update relevant information onto database



Represent the organisation in a highly professional manner at all times



Operate on an automated inbound and outbound dialling system



Use your own initiative to challenge potential barriers, you will provide the most appropriate

outcome for the customer



Achieve personal objectives



Pro-actively identify and report potential risks



May be required to undertake activity and review work on post litigation accounts



May be required to undertake activity on end of term and interest review accounts



Adhere and practice all company policy’s



Good working knowledge of Word, Excel, and Outlook



Attention to detail, organised, motivated, and accurate



Good team player, but equally effective working on their own



Able to prioritise, manage time effectively and meet deadlines



Excellent interpersonal skills with strong telephone communication manner



High level of professionalism with a reliable, positive attitude



Able to understand the overall objectives of the company



Excellent written and verbal communications skills



Ability to use own initiative and work as an effective team member



Ability to recognize when to adapt communication style to suit the customer or colleague

In return for your hard work, you will earn a starting salary of £19,000 – £22,000 plus excellent

benefits.

candidates who are currently eligible to live and work in the UK. We operate a strict equal

opportunities policy.

Personal data you supply will be used for contacting you via telephone or email about our service.

Your data will be kept securely and retained in line with GDPR regulations. You have the right to

withdraw your consent to the use of your personal data for the specified purpose at any time.