Customer Service Advisor

Closing date: 11/04/2018
Experience level: Entry level
Term: Permanent
Working hours: Full-time (9am-5.30pm Monday to Friday plus 11.00am to 7.30pm once approx. every 4-5 weeks)
Team: Financial Services
Location: Edinburgh
The firm

A leading UK law firm with a network of offices from the South Coast to Scotland, working together as one national team. An innovative practice and the first top 100 law firm to achieve “Gold Standard” Investors in People, our values and culture are not just words on our website but are the heartbeat of the firm. The lack of barriers between departments, a real lack of hierarchy, zero tolerance for arrogance and pomposity makes Shoosmiths a fantastic place to work.

The team

Our Recoveries Services Group provides a complete range of debt recovery services utilising cutting edge technology and with specialists dealing with different debt types, all operating under a centralised management structure allowing us to deliver consistently excellent service. Our structure ensures we can provide a full range of volume recoveries and litigation options, whilst ensuring that we have the expertise and experience to deal with complex and technical issues arising from volume recoveries.

Our highly successful and reputable Financial Services Litigation Team are looking for a Customer Care Advisor. This is an excellent opportunity to join a team that has achieved Tier 1 rankings in the Legal 500 and won Debt Recovery Team of the Year at the Scottish Law Awards in both 2016 and 2017.

You will be given the opportunity to act on behalf of leading financial services organisations to deliver a quality and comprehensive recoveries service with a client and customer service focus. You will perform a crucial role in making sure that we continue to meet of Service Level Agreements and deliver an excellent client experience. You will undergo full training to deal with financial services litigation cases and utilise commercial strategies to reach a conclusion

The role

The main purpose of this role is to be responsible for collecting outstanding debts; maximising cash-flow; undertaking payment reviews; and delivering an improved, consistent service for our customers.

Main responsibilities
  • Manage inbound and outbound calls to ensure the best outcome for our customers.
  • Establish customer’s financial circumstances and negotiate sustainable payment plans.
  • Record customer information accurately to our case management system.
  • Deliver a first class level of customer service in line with FCA regulations and client requirements.
  • Remain professional and polite at all times.
  • File management within the case management system.
  • Completing assigned tasks within the case management system.
  • Taking personal responsibility for compliance with all relevant regulatory requirements and, client and internal Service Level Agreements.
Skills and qualifications
  • Excellent customer service expertise.
  • Strong negotiation, communication and problem solving skills.
  • Good written, numeracy and oral communication skills.
  • Accuracy and attention to detail.
  • IT literate including sound knowledge of Word, Excel and the internet.
  • Ability to prioritise, be organised and efficient.
  • Flexibility with the capability to adapt to change, new practices and cope under pressure but with the ability to recognise when to seek assistance.
  • Able to integrate within a team and able to work on your own initiative.
  • Be pro-active and self-motivated with a positive approach.
  • Previous experience in an office environment involving interaction with clients/customers over the phone and/or face-to-face is desirable.

You may also have experience in the following: Collections Advisor, Debt Recovery, Recoveries Services, Customer Service, Negotiator Customer Service Administrator, Trainee Customer Care Assistant, Administration Assistant, Receptionist, Call Centre, and Customer Care Administrator.

Benefits package 

Shoosmiths has an outstanding benefits package; we believe that all staff should be rewarded for their commitment to the continued success of the firm. These can include:

  • A pension scheme with employer contributions of up to 5.5%
  • Generous life assurance cover for peace of mind, up to 8 times salary
  • Up to 23 paid working days holiday per annum with the option to buy up to 8 additional days. You can choose to 'flex' twice a year - January and July
  • 'Happy Birthday!' - have a free day off to celebrate and a £50 voucher to spend! (We won't take it from your annual entitlement)
  • Childcare vouchers which are not subject to tax or NI
  • Interest free season ticket loans
  • Staff introduction bonus scheme
  • Corporate discounts on a wide variety of products and services
  • Discounted conveyancing and legal advice, for instance for wills and family trusts

The application process

If successful, you will be contacted by a member of our recruitment team inviting you to interview. There will be one interview stage which will be held at our Edinburgh office. 

Background checks

Due to the nature of the work undertaken, confirmation of employment will be subject to a variety of checks which will be carried out once an offer of employment is accepted.  These checks will include employment references covering the last 5 years, proof of ID, proof of address covering the last 5 years, Personnel Vetting credit search (which will only highlight insolvency or County Court Judgments - should any adverse data show on the Personnel Vetting search then any offer of employment made will be withdrawn).Terrorism Check (against data supplied by the Bank of England) and a DBS check previously known as a Criminal Records check. 

Equal opportunities

Shoosmiths is a committed Equal Opportunities employer promoting equality of opportunity. This means that everyone who either applies to or works for the firm is treated equally, whatever their gender, age, ethnic origin, nationality, marital status, disability, sexual orientation or religious beliefs.