Customer Support Assistant

Customer Support Assistant required asap!

This is a permanent role

Location: Hammersmith

Salary: £26,000 per year ( plus annual bonus )

Key Objective

To process the customer’s applications as speedily and effectively as possible, in order to deliver the very highest levels of customer service.

Key Responsibilities

After Sales

To work alongside the direct channel sales executives to process the customer’s application ready to submit to underwriting with the relevant documentation needed for a decision;
To pick up inaccuracies, what might be missing and/or what could be needed in addition to make the file complete;
To interface with the customer where necessary to chase extra or missing documentation to expedite the application process, EG. Proof of address, mandate etc.
Where necessary to explain to the customer the next steps in the process, managing their expectations;
To update the Salesforce CRM system accurately upon submission;
Organising changes in card processor for customers that are switching as part of their application;
Organising documentation needed for APS referrals;
Counting down daily and weekly submission goals and motivating each other to achieve higher levels. Processing to Support Underwriting

To present fully complete files to underwriting for a decision;
To liaise with underwriting regarding unusual situations regarding customer applications before submission;
To conduct a number of standard business checks to prepare additional information for underwriting;
To contact customer’s references to secure valuable information regarding their payment history;
To complete checks and references within business service level agreements;
To liaise with underwriting after submission to assist where needed to speed up and improve processes. General & Administrative

To work with the sales executives to maintain the sales board data and incentives accurately;
To cover the phones for inbound calls and direct the calls to the appropriate department in the business;
To assign out leads in rotation to sales executives from a variety of sources quickly and efficiently, enabling the executive to contact the customer ideally within 30 minutes;
Creating leads for ancillary services with partners on their systems and updating the sales team on what has been achieved and converted;
To conduct customer re-contact surveys on behalf of sales to feedback for training or business improvement;Competence Specification

A work ethic aligned to proactive, speedy and efficient delivery against SLAs;
Superlative customer care;
Self-management, organisation and prioritisation skills which enable the highest levels of customer/reference conversations daily and juggles the various requests in order of priority;
An attention to detail which ensures the process followed is thorough and submissions meet guidelines;
A team player working well with both sales and underwriting
Excellent interpersonal skills;
Excellent communication skills both written and verbal;
Numerical;
Proficient in Excel.Person Specification

Self-disciplined and self-motivated;
Positive and adaptable outlook;
Confident and personable;
A robust and resilient self-starter;
The ability to act proactively and with limited direct supervision, while at the same time recognising when matters need to be referred;
The ability, tact and diplomacy to deal with people at all levels of the business and externally;
The interpersonal skills necessary to sustain effective relationships both internally and externally.

Huntress Group does not discriminate on the grounds of ‘protected characteristics’ as defined under the Equality Act and other relevant UK legislation.

Huntress Group acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.