Special Advice Team Case Officer
Special Advice Team Case Officer
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Job Description
Here at PayPlan we are looking for colleagues to join our welcoming and growing team. If you have strong communication skills ideally over the phone and take pride in providing excellent customer service we would love to hear from you!
Ready to join Read on to find out more about this role.
Who are PayPlan
We believe that everyone should to be treated with empathy and respect especially when dealing with sensitive financial situations. Our goal is to help people who are in debt by providing them with free debt advice and solutions that are tailored to their individual circumstances. We are proud to help and support our clients through their journey and in turn are committed to making a positive impact on their lives.
Why work at PayPlan
We are dedicated to making a difference in the lives of those in need and we would love for passionate empathetic and understanding colleagues to join us in our mission. If you are customer-focused an excellent communicator with good listening skills and share our values of empathy respect and making a positive impact then we would love for you to be a part of our team. With access to a range of employee benefits a supportive work culture and opportunities for personal and professional growth we offer more than just a job we offer a rewarding career. Come join us and make a difference in peoples lives whilst enjoying what you do!
Salary
As a Special Advice Team Case Officer the successful candidate will be subject to a banded salary structure. The salary progression is as follows:
- Initial Salary:25396.80
- Upon demonstrating full competency in the role:28000
- Upon demonstrating required departmental knowledge:30000
What would you be doing as a Special Advice Team Case Officer here at Payplan
As a Special Advice Team Case Officer youll often be the first point of contact for clients reaching out to PayPlan. Our Special Advice Team deal with clients who are especially vulnerable. You will use open questions and conversational models to build trust with our clients and support them on their journey to becoming debt-free.
We want to make the journey to becoming debt-free as simple and stress-free as possible.
Following a full and comprehensive training programme as a Special Advice Team Case Officer at PayPlan you will:
- Communicate with the clients via phone email texts WhatsApp and live chat
- Proactively gain trust with vulnerable clients by building rapport listening acknowledging and guiding them through their journey
- Be able to use listening skills to ensure any indicators or non-verbal disclosures are dealt with appropriately
- Build and maintain strong working relationships with colleagues and third parties
- Be client driven listening to their needs being supportive and empathetic
- Engage with clients to support in starting their debt-free journey gathering information to enable us to discuss the most appropriate route for them.
- Act as an intermediary for vulnerable clients during calls and meetings with third-party providers such as local authorities to support in their completion of necessary actions and to assist to identify and enact the best possible solution to any issues raised.
- Champion continuous improvement and new ways of working at every opportunity
About You:
- Previous experience of working within a similar industry would be an advantage
- Excellent written and verbal communication skills with the ability to understand the needs of the client
- Exceptional Customer Service skills to be able to deal with challenging and vulnerable clients
- Ability to demonstrate empathy and understanding of the needs of vulnerable clients
- Ability to demonstrate strong resilience in the face of difficult conversations
- A great team player with the confidence to work independently
- Excellent attention to detail with a methodical and thorough approach to your work
- A desire to show initiative and the ability to multitask
- Willingness to engage with and progress through external learning.
If this sounds like the role for you apply now or get in touch if youd like further information. If you require any adjustments to assist you in applying please
Take a look at our website here.
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Required Experience:
Unclear Seniority
Employment Type
Full-Time
