Senior Collections Co-ordinator
Swindon – Hybrid
We’re Arval BNP Paribas – we’re a global leader in vehicle leasing and the fourth largest leasing company in the UK. Our passion for Service, Sustainability, and Solutions is brought to life by each and every one of our people – who we call Journey Makers.
Culturally, we’re a friendly bunch – more human than corporate – and we serve a diverse customer base. From families choosing their first electric vehicle, to global brands seeking to switch their fleets to electric vehicles – whatever our customers’ mobility needs, we have a solution to offer.
About the role
Working in a fast paced customer facing team, The team will be supporting customers to manage their arrears and you will be providing support to the team with any queries and escalations. You will also be responsible for managing the more complex cases and escalated queries using your skills and experience.
Customers can fall into arrears for many reasons – it could be as straightforward as a failed direct debit, an ongoing complaint, or a change in financial circumstances. Whatever the reason, your purpose will be to provide reassurance, show empathy and compassion, and use your great listening and problem-solving skills to support the customer and agree the best way forward. One of the most important aspects of this role is the quality of the conversations you have with customers to ensure that we’re always delivering good customer outcomes.
In addition to the above, some of your key responsibilities will include:
- Be on hand to support members of the team with any complex calls and escalations
- Provide consistent training across the team with systems, processes and phone training.
- Support with any interviews for new members of the team, as well as supporting with onboarding them.
- Processing payments and direct debit instructions by email and over the phone
- Identifying vulnerable customers, and ensuring we put the right support in place
- Deal with escalated issues where required and manage complex scenarios
What we’re looking for
You’re compassionate, empathetic, approachable and have a strong desire to help people. You feel strongly that every customer deserves to be treated with care regardless of their circumstances. You enjoy a role with plenty of variety and are comfortable splitting your time between phone conversations and administrative tasks. you are able to work in a fast paced environment and adapt to different situations.
You’ll also be able to demonstrate:
- Excellent written and verbal communication skills
- understanding of vulnerable customers and how to identify them
- understanding of FCA guidelines
- Good telephone manner
- Strong listening skills with the ability to confidently articulate the best outcome for the customer on the spot.
- Good IT skills, with knowledge of Excel and confidence when learning to use new systems
The package
We offer a basic starting salary of up to £32,000, plus a bonus of up to £1,100. We also offer 25 days holiday as standard, plus bank holidays, an extra day off for your birthday, and the option to purchase an additional 5 days.
We also provide a comprehensive benefits package, including:
- Private medical cover, including a digital GP service
- Company pension with up to 10% employer contribution
- Discounts on our products and services and discounts in many high street brands
- 2 paid volunteering days every year
- Free on-site gym
- Subsidised restaurant serving chef-prepared breakfast and lunch, plus discounted Costa Coffee
- Plus, a range of flexible benefits to suit your lifestyle
Ready to make a difference?
Sound interesting? Reach out to Darren Cummins for an overview, then come back here to submit your application. From there, a member of our Talent Acquisition team will review your CV.
We’re passionate about being a consciously inclusive employer, with a strong Speak Up culture. We’re also proud to be a Ban the Box employer as part of our commitment to a fair and inclusive society for all.
Interview process
- Telephone interview our Talent Acquisition team
- 1-hour competency-based interview
If you’re not shortlisted, we’ll still let you know the outcome of your application.
What are you waiting for? Apply today and we’ll be in touch.
