Customer Account Manager

About Our Client

Creditfix is the largest debt solution provider in the UK. They have helped over 185,000 people deal with unaffordable debt, so customers trust them to provide the right debt solution based on their circumstances.

Job Description

As a Customer Account Manager you will be responsible for onboarding new customers while maintaining a high retention rate.

You will be accountable for the management of all customers referred directly to you, using a variety of communication platforms which allow you to engage with clients in a variety of ways.

You will provide customers with accurate information surrounding the debt solutions available to them based on their individual needs, offer best advice regarding their financial difficulties, and ensure they're fully informed when they make a decision.

You will be responsible for your individual KPIs, which will focus on customer outcomes and customer satisfaction.

• Receiving pre-qualified referrals from customers in financial difficulties who are interested in a debt solution
• Complete a comprehensive assessment of each customer's circumstances, including their personal details, potential vulnerabilities, debt level, asset position, affordability, and reason for financial difficulty
• Provide advice based on the customer's circumstances, detailing the debt solutions available, and make an informed recommendation
• Draft paperwork with accuracy and attention to detail
• Convene and conduct meeting of creditors
• Liaise with creditors over votes or to discuss modifications to arrangements.
• Provide support throughout the customer journey, ending with them entering into an arrangement
• Be responsible for your individual KPIs, ensuring your portfolio of customers is well maintained and continually updated

• Professional, influential, and dynamic, with a strong can-do attitude
• Exceptional communication skills, both verbal and written
• Ability to engage with customers sincerely and empathetically
• Excellent negotiation and objection handling skills
• Excellent time management, planning, and organisational skills
• Capable of working independently and as part of a team
• Passion for personal development
• Adherence to regulatory frameworks and call quality expectations
• KPI focused
• IT proficient (Word, Excel, CRM systems)ESSENTIAL EXPERIENCE
• Dealing with customers confidently via telephone
• Positive, driven, and motivated individual who thrives in a fast-paced environment
• Customer on-boarding and satisfaction experience
• Account management
• Proven track record of achieving KPIs

• 29 days paid leave
• Two annual company events (Free bar)
• Access to box at OVO Hydro
• Company pension
• Health & wellbeing programme
• Vitality private medical insurance
• Employee referral programme