H&T Group Ltd
Customer Support Specialist
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Customer Support Specialist - Auction Support
Department: Central Support Team
Location: Liverpool Support Centre (Hybrid Working)
Contract: Permanent
Hours: 30 Hours Per Week
Salary: Starting from £12.75 Per Hour £24,863 (pro rata if applicable)
Are you passionate about delivering excellent customer service and helping customers achieve the best possible outcomes? We're looking for a Customer Support Specialist to join our Auction Support Team (AST).
In this role, you'll support customers whose pledged items are approaching auction, providing guidance, information and practical solutions. You'll work closely with customers, stores and internal teams to ensure customers understand their options and receive the support they need.
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What You'll Do
- Contact and support customers whose items are due for auction.
- Provide information on auction processes, dates and available options.
- Assist customers with payments through approved payment channels.
- Support customers experiencing changes in their circumstances.
- Identify vulnerable customers and escalate or signpost them to appropriate support.
- Liaise with stores and internal teams to achieve the best customer outcomes.
- Recommend suitable solutions based on individual customer needs.
- Provide feedback and identify opportunities for service improvement.
What We're Looking For
Essential
- Strong written and verbal communication skills.
- Excellent customer service skills.
- Knowledge of company products.
- Ability to remain calm under pressure.
- Excellent attention to detail.
- Professional and friendly approach.
- Ability to work to targets and deadlines.
- Strong team-working skills.
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Desirable
- Knowledge of the Financial Services industry.
- Understanding of FCA expectations and Treating Customers Fairly principles.
- Understanding of dealing with vulnerable customers.
Working Pattern
- 30 hours per week
- 3 midweek days: 9:00am - 5:30pm
- 2 in 4 Saturdays: 9:00am - 6:00pm
- 1 in 4 Sundays: 10:00am - 4:00pm
Hybrid working applies.
If you're empathetic, customer-focused and enjoy making a difference to customers, we'd love to hear from you.
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