The FCA is investigating the use of discretionary commissions arrangements between motor finance providers and brokers. Specialist Motor Finance have never used discretionary commission arrangements, as such none of our customers are impacted. Our agreements state that we pay a commission to our brokers but there is no discretion for the broker to impact the customer rate.

Customer: 01244 200 746

Business Partner: 01244 200 766

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Customer: 01244 200 746

Introducer: 01244 200 566

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Customer Service Advisor

Customer Service Advisor – up to £24,000 – Hybrid working – Monday – Friday 9am – 5pm

Specialist Motor Finance offer hire purchase agreements to customers who are not accepted by the mainstream lenders through a panel of motor introducers.

Established in 2014, SMF have built up a reputation for providing a strong product range, offering quick decisions through the application process and a collaborative approach to working with our customers throughout the life of their agreement.

About the role

Customer Services is the main point of contact for the SMFL customers. Our Customer Service Advisors deliver and exceptional customer service journey, both through inbound and outbound call & email activity.

In addition to general and varied customer requests the customer service team also have several administrative functions within the team and provide support to other departments within the business which involves supporting the Customer Financial support team when needed and a triage support for the resolutions team.

Key responsibilities

  • Answering inbound customer services calls within agreed service levels relating to general enquiries
  • Liaising with insurance companies in relation to payment for motor accident insurance claims
  • Discussing, and administering customers entering and managing IVA’s
  • Providing exceptional customer service on all interactions ensuring the customer needs and outcomes are at the heart of all activity.
  • Understand and carry out day to day duties in line with regulatory expectations.
  • Calculating settlement figure requests.
  • Provide peak time support where needed to the Customer Financial Support Team (collections)
  • Support the customer resolutions team with complaint tirage calls where needed.
  • Update/amend customer details as and when necessary.
  • Complete payment due date changes upon request.
  • Ensure customer queries are resolved at as a first point of contact or referred efficiently.
  • Ensure accurate, timely information is transmitted to our customers.
  • Dispatch statements of account to customers.
  • Provide additional resource to the Pay-out teams as and where necessary to include taking telephone queries.

Candidate requirements

  • Working knowledge of Microsoft Office
  • Experience of working to tight deadlines in a department with multiply functions would be an advantage.
  • Excellent telephony skills.
  • Excellent communication skills and interpersonal skills.
  • Personal drive and self-motivation.

The successful candidate will always be required to act within the standards expected within Consumer Duty and comply with The Conduct Rules which set the minimum standard of individual behaviour expected when carrying out a role at Specialist Motor Finance.

These rules include:

  • You must act with integrity.
  • You must act with due skill, care, and diligence.
  • You must be open and cooperative with the FCA, the PRA and other regulators.
  • You must pay due regards to the interests of customers and treat them fairly.
  • You must observe proper standards of market conduct.
  • You must act to deliver good outcomes for retail customers.

Employee benefits

  • Pension scheme – up to 8%
  • 26 days holiday + bank holiday (option to buy an additional 5 days)
  • Employee referral programme
  • Perks at Work
  • Above and Beyond awards
  • Income protection scheme
  • Employee of the Year
  • Long Service awards
  • Discretionary annual bonus
  • Life assurance
  • Discounted gym membership
  • Flexible working
  • Training and exam sponsorship
  • Employee assistance programme
  • Paid volunteer days
  • Social events

Additional Information:

We will keep your CV on our records for 12 months after your applications. We carry out credit checks and DBS checks as part of the recruitment process for all roles.

Apply now:

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