The Company:
Kearns Solicitors is a leading niche firm with a wealth of expertise in volume and contested debt recovery litigation. Kearns has a long-standing reputation for delivering high-quality legal advice and strong client service.
Kearns is a member of KLS, the rapidly growing group of leading European debt recovery law firms with operations in Italy and Poland, as well as the UK.
In this role, you will be responsible for negotiating and promoting settlement of consumer credit debt recovery matters in line with strict regulatory guidelines, Company best practice and by following County Court procedures.
You will be responding to incoming correspondence and preparing documents to be sent to courts, solicitors and any other third parties. We will provide you with full training and on the job support to help you do this. The aim is to obtain the best outcome for both the customer and client in line with instructions and information provided.
You will need to show empathy and understanding to customers who have fallen behind with their bills and offer support by sign-posting them to charity organisations that offer free money advice such as Citizens Advice Bureau or the Money Advice Service, before setting up an affordable repayment plan that is tailored to their financial situation.
Your main duties & responsibilities will include:
· Dealing with inbound and outbound telephone calls in a friendly and professional manner
· Responding to incoming correspondence in accordance with our processes and procedures
· Asking open questions to gain a full understanding of the customers situation
· Signposting customers to free money advice organisations where necessary
· Setting up or reviewing affordable repayment plans in line with the customers situation
· Preparing documents to be sent to courts and solicitors and any other third party
· Demonstrating our Think Customer First philosophy to all customers
Person Specification:
· Demonstrates excellent written and verbal communication skills.
· Proficient in the use of Microsoft Office, particularly Word and Excel.
· Good numeracy skills.
· Able to manage multiple tasks and changing priorities.
· Demonstrates good organisation and time management skills.
· Ability to work independently and as part of a team.
· Demonstrates excellent attention to detail.
Educational Requirements:
· GCSE (or equivalent) in English Language and Mathematics at grade C or above
Skills & Experience:
· Although previous call centre and/or legal experience is not essential, we are looking for people who can demonstrate a customer service ethos which lives up to our values and expectations
· Excellent numeracy and accuracy skills are also required as you will be assessing our customer’s income and expenditure details.
Job Types: Full-time, Permanent
Pay: £26,026.00-£29,274.00 per year
Benefits:
- Bereavement leave
- Company events
- Company pension
- Cycle to work scheme
- Enhanced maternity leave
- Enhanced paternity leave
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Paid volunteer time
- Referral programme
- Sick pay
Ability to commute/relocate:
- Caerphilly CF83 3GQ: reliably commute or plan to relocate before starting work (required)
Experience:
- Customer Service: 1 year (preferred)
Work Location: In person
