Customer Contact Agent

As our new Customer Contact Agent, you'll be the kind of person that loves to push the boundaries of what's possible and thrives in a fast-paced environment like ours. You will be responsible for inbound & outbound telephony contact with our customers, providing an outstanding level of service, ensuring their secured loan or mortgage enquiries are dealt with in an efficient and accurate manner, with fair customer outcomes at the heart of everything they do. You must have the strength and resilience to handle high call volumes whilst demonstrating a genuine passion for customer service. This role requires the successful person to be based within a commutable distance to our office at Think Park in Manchester, UK. While this role is mostly working from home the first two weeks will be training on site and they will be required to attend the office one Friday per month. This role works on a rotating shift pattern 9am - 6pm and 10am - 7pm Monday to Friday. What you'll be doing for us A day in the life of this role could look like…

• Conducting outbound calls in response to customer enquiries
• Ensuring all callbacks are actioned on time and at customers request
• Attain and maintain competence under the IL Training and Competence Scheme
• Achievement of individual daily, weekly, and monthly key performance targets as well as contributing to the overall departmental targets
• Ensuring calls are compliant and the call structure provided is followed at all times
• Taking inbound calls as and when required
• Carrying out of all duties in a manner that reflects our principles at all times
  
  Have excellent communication skills (Confidence - has the ability to proactively build customer relationships)
• Be self-motivated/Self Driven
• Be passionate about delivering positive outcomes for customers
  
  At Ocean, we're on a mission to become the UK's leading credit platform for people not served by the mainstream, helping them improve their financial wellbeing over their lifetime. This has been our mission for over 30 years, and it's still the thing that drives us to do better and more for our customers.
  
  Welcome you into our awesome team (dare we say the best? We do, yes!)
• Bring the kind of vibe where we want you to share your ideas, even if it's not "your area"
• Provide you with all the kit you need to work from home
• Help you plan for life after work with our pension scheme
• Take care of your health with eye test vouchers and our employee assistance programme
• Give you 25 days holiday (to start with), as well as local public holidays and a day off on your birthday
• Help you help others with optional "community" days for volunteering
• Provide flexible benefits through Perkbox or the Ocean Health Cash Plan