Customer Service Advisor

We're seeking individuals to join our team at Whistl Gateshead's contact centre.

As a Customer Service Advisor for inbound debt recovery, you'll provide crucial support to those facing financial challenges with empathy and professionalism.

Join us to make a difference and be part of our dedicated team.

Role Overview

Our client is experiencing rapid growth, and as a result, we are expanding our team of Customer Service Advisors at Whistl.

In this Customer Service Advisor role, you will be the primary point of contact for customers who have received debt recovery letters.

This position offers the chance to develop valuable skills in communication, negotiation, and debt recovery while working in a supportive team environment.

Key Responsibilities

• Handle calls and queries appropriately and in a polite and professional manner.
• Take payments over the telephone.
• Negotiate suitable payment arrangements with debtors.
• Answer debtor queries and update the status of accounts accordingly using the client's systems.
• Review debtor evidence in line with acceptable company standards.
• Adhere to the client's business parameters.
• Comply with company policies and regulatory requirements on every call.

Working Hours

40 hours per week.

Shifts: Monday to Friday between 8:00am and 8:00pm on rotation, and the requirement to work 1 in 4 Saturdays from 10am to 2pm.

Benefits

• Enhanced annual leave entitlement, starting at 31 days
• Access to our prestige Benefits and Rewards Portal
• Long service rewards - both financial and leave-based
• Health cash plan
• Life Assurance Scheme
• Career development opportunities
• Access to a well-established Employee Assistance Programme

And other excellent benefits you'd expect from a market leader.

Essential Skills

Skills Required:

• Excellent listener and communicator
• Strong customer service skills
• Ability to effectively work in a team
• Self-motivated and works well towards targets
• Good IT literacy skills, including a good working knowledge of Microsoft Office
• Good negotiation skills

Desirable Skills

• Previous experience in a fast-paced office/call centre environment
• Previous experience in debt recovery or payment management is desirable but not essential, as full training is provided

Join us as a Customer Service Advisor today and contribute your skills to our market-leading team.

About Company

Why Whistl?

We are the UK's leading delivery management company providing efficient, high-quality and competitively priced services across business mail, parcels, fulfilment and doordrop media in the UK and internationally. Distributing more than 4 billion items annually, we are market leaders in Downstream Access Mail (DSA) services, handling over 50% of bulk business mail in the UK.

We are in the top 100 privately owned companies with 23 locations across the UK. Our success is down to our people and the values we all follow to deliver excellence to our customers.

We think as part of a team, act with a can-do attitude and do the right thing. Following these simple values has resulted in our people delivering and exceeding our business and personal development goals.

We are a family of uniquely different people with strengths in the areas we work in, and we always have the opportunity to be curious to enhance ourselves.

We are a disability confident employer and embrace Well Being, EDI and ESG to make ourselves and our environment the best it can be.

Due to the nature of our business, this role may be subject to a DBS check.