Credit Operations Agent

You will be making credit decisions using various investigation methods and credit interpretation to determine the likelihood a customer if connected will pay.  This is in line with departmental/company policy and procedure.

You will be speaking directly to customers, store staff, contact centre staff and the business sales team to handle Decline Appeals, Referrals and Business sales.

Your main KPI’S would be to maximise the number of connections while using insight to reduce fraud and financial churn, delivering call quality in line with internal scorecard.

Shift pattern over an 8-week period (shifts will be between operating hours Monday – Friday 9.00 – 21.00 Saturday 9.00 - 20.00 Sunday 10.00 – 18.30)

•    Provide exceptional customer service in every interaction.
•    Work allocated offline tasks (processes) as directed by your supervisor.
•    Manage, resolve, and escalate complaints accordingly in line with the complaints process.
•    Manage all follow up work, diarising actions to ensure they are fully resolved and completed
•    Multitask between several different workstreams to support customer demand.
•    Maintain your knowledge and understanding through self-development and learning.
•    Ensure set KPIs and SLAs are maintained and adhered to.
•    Adhere to call quality standards and compliance requirements.
•    React to real time demand, to re-prioritise to ensure the customer needs are met.
•    Continually assess ways in which they can improve processes, to work more efficiently and provide a better customer experience.

•    Ability to work in a multi skilled environment 
•    Attention to detail is a must
•    Good problem-solving ability
•    Being able to manage individual and team targets
•    Work as part of a team

Additional Information

• The salary for this role is at £24,336, the exact salary will differ by job and experience
• A performance based annual bonus & an additional 'flexible allowance' to spend on additional benefits, topping up your pension, or to be added to your salary
• Hybrid working between your home (2-3 days a week) and our brand new Reading HQ office at Green Park (2-3 days a week)
• 28 days annual leave + 8 bank holidays + 3 personal days annually, which increases with length of service
• Private Medical Insurance, Life Assurance and Income Protection
• Free mobile phone package & unlimited sim-card
• Free on-site car parking
  Plus lots more including wellbeing and learning & development benefits!

Our people make us who we are. We’re a diverse and inclusive bunch, and it’s important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.

With that in mind, if you do not ‘tick every box’ in the job advert above, there are likely other valuable attributes and skills you have that would make you a great addition for the team. So, if you feel this role is for you, then please apply! We are committed to equality in employment and growing a diverse workforce. We embrace those of any race, gender identity, sexual orientation, age, religion, disability, marital status, family status or civil status and we want our teams to reflect this!

We are a Disability Confident Committed Employer. Need any reasonable adjustments? Let us know when you apply so we can support you throughout the interview process.

At Three we have a hybrid working arrangement in place as standard for office based employees, where employees work from a mix of office based location and working from their home in the UK to carry on their role.

Excluding retail, our core hours at Three are between 10:00 and 16:00, with operating hours between 08:00 & 18:30. This allows employees to have a start time between 08:00 and 10:00 and finish time between 16:00 and 18:30.