Customer Account Manager at Carrington Dean

37.5 hours per week rotational shifts between 8.00am -10.00pm – 7 day per week operation

We are offering the right candidate a salary of £31,500 OTE up to £45,000.

This is an opportunity for a Customer Account Manager career with Carrington Dean – Scotland’s largest personal insolvency firm.

Carrington Dean is renowned for its empathetic and customer-focused approach.

Are you an enthusiastic individual who enjoys working in a fast-paced and vibrant environment?

As we continue to grow we are expanding and investing in our Customer-Focused teams to help develop new business from warm leads. This role involves managing a customer development pipeline, assessing customer needs, identifying, communicating, and providing a range of financial solutions to suit individual customers’ circumstances whilst adhering to business compliance regulations using best advice model.

JOB OVERVIEW

Carrington Dean is a dynamic, fast-paced business who are always one step ahead in the Personal Insolvency Industry. As a Customer Account Manager, you will be responsible for the new enquiries of new customers from referral through to outcome. As part of a hard-working team, you will play a key role in being accountable for the management of all customers referred to you, providing them with the facts surrounding debt solutions available to them based on their individual needs, offering best advice regarding their financial difficulties, and ensuring they make an informed decision. You will be responsible for your individual conversion KPIs within your business unit. As we are a customer-focused outcome business, customer satisfaction is at the heart of everything we do.

KEY RESPONSIBILITIES

• Demonstrate confidence, ambition, and thrive on being results driven, proactively managing new business performance and pipeline growth
• Ability to demonstrate customer empathy – acting as an advisor, not simply a salesperson
• Deliver a first-class, non-judgmental customer experience
• Offer skills as a trusted advisor – guiding the customer to the most suitable debt solutions for their circumstances
• Have the right mindset, drive, and enthusiasm to transform challenges into new customer opportunities
• Responsible for your individual and team KPIs, ensuring your portfolio of customers is well maintained and always updated

ESSENTIAL SKILLS:

• Proven new business and account management experience with a winning attitude
• Sound business acumen; strategic skills; common sense; along with strong negotiation skills
• Have a professional, influential, and dynamic personality
• Be competent in managing and converting a large customer pipeline
• Outstanding communication (written, oral and presentation)
• Adherence to regulatory frameworks and call quality expectations
• Passion for helping customers achieve outcomes suitable to their needs
• IT proficient (Word, Excel, CRM systems)

ESSENTIAL EXPERIENCE:

• Experience in telephony or direct customer facing role
• Proven track record in successful achievement of business KPI’s
• Positive, resilient, and motivated individual with a genuine desire to deliver in a fast- paced environment

DESIRABLE EXPERIENCE:

• Financial services/debt management experience

REQUIREMENTS:

• Full flexibility to support a 7 day per week operating model

Job Types: Permanent, Full-time

Salary: £31,500.00-£45,000.00 per year

Benefits:

• Company events
• Company pension
• Health & wellbeing programme
• Private medical insurance
• Referral programme
• Sick pay

Schedule:

• 8 hour shift

Supplemental pay types:

• Bonus scheme

Ability to commute/relocate:

• Glasgow: reliably commute or plan to relocate before starting work (required)

Experience:

• Account management: 2 years (preferred)
• Debt Solutions: 1 year (preferred)

Work Location: In person

Expected start date: 16/10/2023