Customer Resolutions Agent

Do you want to be part of Yell’s success story, with over 20 years digital marketing industry experience? Do thrive in a challenging and fast paced work environment?

If the answer is yes, we may have the career for you!

Yell are looking for Customer Resolutions Agents to join us on a full and part time basis to work remotely across the UK.

We’re offering a competitive salary of £21,300 per annum, pro rata for successful part time applicants, with On Target Earnings of £25,600 and an excellent benefits package.

The position will suit candidates with experience of working within a Retentions, Collections or Sales role and a passion for great customer service.

Part-time shift option (22.5 hours per week, working between 9am & 7pm Mon – Fri & Sat 9am – 2pm)

All successful applicants are required to complete 3 weeks of full-time training starting 27th March, Monday to Friday, 9am - 5pm. Please only apply if you can commit to this start date and training programme.

About the role

Working at Yell, one thing you are assured of, it’s that every day brings a new challenge.

The Customer Resolutions Agent is pivotal to our activities across the business. The main function of the role is to liaise with customers to review accounts, resolve issues and seek payment of arrears.

You will be the first point of contact for customers when things go wrong, or a payment has failed.

The role requires the ability to handle objections effectively, with emphasis on resolving the customer’s concerns as well ensuring the correct resolution for both the customer and Yell.

Focus would be on collecting arrears, retention and Net Promoter Scores as well as exploring opportunities to upsell and review digital marketing solutions.

This is what Customer Resolutions Team Manager, Sufi says about the role “As part of the Customer Resolutions team you will be working with a team of high performing, passionate, customer centric individuals. We work as #Oneteam supporting one another to achieve our goals. We provide a great work life balance with the opportunity of homeworking.''

There is also the added bonus with options of either full time, part time and working from home. You will also have the opportunity to spend time with your colleagues in person when they get together for their quarterly meeting!

Key responsibilities

• Dealing with high volumes of inbound & outbound calls – circa 60+ each day
• Negotiating payment plans and supporting customers in providing solutions to clear arrears
• Identifying solutions to collect, retain and upsell to our existing customer base
• Reviewing customers digital marketing products to ensure they are set up to succeed

The ideal candidate

• Passionate about sales and self-motivated
• Driven to find the best resolution and support for customers who are experiencing financial difficulties and retaining our customer base
• IT savvy
• Confident communicator whilst talking to customers and via e-mail Experience of working to and achieving KPI’s

What’s in it for you…

• Rest up with 23 days’ holiday per year (pro rata for part time), increasing to 26 days
• Flexible Life Assurance and Pension scheme to suit your needs
• Reward and Recognition schemes the Yell “Hartley Awards”
• Aspire programme - access to our career development portal
• Refer a friend scheme
• Employee assistance programme giving you wellbeing support you within your personal and work life when you need it. Counselling available 24/7
• Online discounts, cashback and reloadable gift cards purchased at discounted rates with hundreds of retailers including 60% off Theatre tickets plus 10% cashback on all bookings

Plus much more…..

A little about Yell...

We’ve been through a transformation journey from the print marketing business we were previously known as (Yellow Pages) to a now full-fledged Digital business who has partnered with Google, Facebook, Microsoft Bing, Apple and Alexa.

Our aim is simple - to help customers achieve their business goals. We do this by building and managing a customised digital marketing programme for their business. Our mission is to enable great conversations between trusted businesses and consumers, through the power of cutting-edge technology, innovative solutions and best in class service.

If you are keen to find out more, please submit an application and we will make contact to discuss the role.

If you feel you suit some but not all of the above criteria, we still encourage you to apply as we review each application on its own merit.

At Yell, we are embracing diversity in all of its forms and fostering an inclusive environment for all colleagues to feel empowered to perform their best work with us. This is integral for our to mission Grow, Evolve & Transform.

_We're an equal opportunity employer. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.
We seek people from diverse backgrounds to join us and become part of an inclusive company where you can feel like you truly belong._

Job Types: Full-time, Part-time, Permanent
Part-time hours: 22.5 per week

Salary: £21,300.00 per year

Benefits:

• Company pension
• Employee discount
• Gym membership
• Life insurance
• On-site parking
• Private medical insurance
• Referral programme
• Store discount
• Work from home

Schedule:

• Monday to Friday
• Weekend availability

Supplemental pay types:

• Bonus scheme

Education:

• A-Level or equivalent (preferred)

Experience:

• customer service: 1 year (preferred)

Work Location: Remote

Reference ID: YEL03415
Expected start date: 27/03/2023