What’s the role? Our client Deloitte, the global consultancy and advisory organisation and the world’s largest professional services network, known as one of the 'Big 4’, is looking for people to assist a high street bank on a collections project to assist those affected by Covid-19. Tell me more Location: Working from home. Desktop computers will be provided but you will be required to provide a strong WIFI connection Rate: £140 per day (umbrella only) Shifts: 5 days (40 hours) per week. Monday to Friday - 8 hours per day between 8am to 8pm Saturday - between 9am and 5pm. Typical shift pattern includes 1 Saturday in 3 and a change in pattern every 2 weeks. Saturday shifts may be less than 8 hours; in these cases, Mon-Fri shifts may be extended. Start date: Intake 18th June Training: Full training will be provided by Zoom - Personal Tablet/Laptop REQUIRED for this period Your day-to-day activities Supporting vulnerable and non-vulnerable customers by identifying appropriate arrears solutions Completing income and expenditure forms Communicating solutions verbally and by phone Meeting quality and production targets Escalating any issues to Team Leader Escalate policy / process gaps to appropriate party Skills & Experience required: Inbound or outbound contact centre experience Previous collections, debt or arrears management experience Experience within a complaint handling or other challenging environment Provide excellent customer service and empathy to work with vulnerable members of the public Ability to work with vulnerable customers and identify opportunities to improve the customer experience Work to set personal performance standards and work with the team to contribute to customer outcome within a timescale Highly organised and confident to use multiple banking systems You are a self-starter and able to prioritise tasks working to agreed quality and productivity performance targets Next steps: To express your interest in this opportunity, don’t delay; please click apply now.