Customer Support experts are responsible for providing good outcomes to Customers and Dealers through omni-channel service systems, providing excellent customer service when dealing with general enquiries whilst working in an efficient manner achieving business targets. Customer Support experts are responsible for providing good outcomes to Customers and Dealers through omni-channel contact via: Inbound/Outbound Calls Emails Live Chat SMS Post

Essential: Really understand our customers' needs by listening carefully and offering a personal approach. Ensure our customers receive the best outcome for their circumstances. Leave each customer wanting to recommend Ford Credit to their friends and family. Embrace a positive mindset towards change (business transformation, new technology and systems) Positive approach to providing excellent customer service and taking accountability for resolving / escalating customer queries as required. Focus on delivering results to achieve personal and team objectives. Ability to demonstrate resilience and adaptability. Strong communication skills - both written and verbal Confident IT skills, able to competently approach using a range of systems and applications after receiving training. Ability to acquire and put into practice new knowledge and skills, developed though on the job training. Willing to cross-cover within business Centre to support other teams as required to help maintain overall
quality of service. Desirable: Previous experience of working within a customer relationship contact centre environment. Additional Information: Working Patterns: 9.00am-17.15pm Monday-Friday + Remote Saturday working is also required on a Rotational basis (9am-1pm). After qualifying period- hybrid working with three days in the office. The Company is committed to diversity and equality of opportunity for all and is opposed to any form of less favourable treatment or harassment on the grounds of race, religion or belief, sex, marriage and civil partnership, pregnancy and maternity, age, sexual orientation, gender reassignment or disability. If you are concerned about applying due to disability, please contact us; we're an inclusive team and would like to discuss what adjustments we can make to support your application. This position is based in Manchester Business Centre MBC and it is expected the successful candidate will be able to attend the MBC Campus for typically 2 to 3 days a
week and remain flexible on the days they are required to attend the office according to business requirements. Note: Banking and Compliance training including fair treatment of customers is mandatory for all FCE employees. Necessary training will be given to any successful candidates that require it.

Providing excellent customer service when dealing with general enquiries whilst working in an efficient manner achieving business targets. Account Administration (Name/Address changes...sending letters/emails). Maintaining accurate and up to date customer account records. Processing customer payments made by debit/credit card & Investigating payments, including refunds. Settlement Quotes. Financial Health & Loss Recovery. End of Contract. Customer Dissatisfaction. Bereavement. Technical Support for Ford Pass / Account Manager Online.