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Customer Advisor (Verification Operations team) - Glasgow City Centre

Repayments & Counter Fraud
Ref: 754 Date Posted: Wednesday 04 Sep 2019
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Customer Advisor (Verification Operations Team)


Salary: £17,688 (Grade 2)

Full time, Permanent Role

We’ll accept applications up to 18th September 2019 and interviews will be scheduled for mid to late September


Why SLC?

Do you want to be part of a fast-moving, dynamic organisation, based in Glasgow city centre? Could you offer a professional and effective service to our ever-expanding customer base, helping us to recoup payments securely, accurately and efficiently, and ensuring the tax payer gets value for money?

If so, we might have the job for you.


What’s the job?

Verification Operations is a team within the Repayment and Fraud directorate of Student Loans Company, the aim of the team is to increase repayments and safeguard the proper administration of the loan book.

The role holder will be part of a greater multi-disciplined department where diverse teams work together to ensure that repayment customers are in the correct payment channel. The successful candidate will be skilled in telephone and email based customer service. The Customer Advisor will be sensitively dealing with vulnerable customers who may not be able to pay their loans and will be involved in judging situations in relation to writing-off debt.

Please see the attached Job Description for full details. 


How do I apply?

Some of the key responsibilities and skills of this role would include:

Assessing forms and evidence provided by customers; liaising with various stakeholders (HMRC, other internal teams, customers etc) by telephone and email to resolve queries; providing telephone and face to face customer service often in situations where tact, empathy and resilience are needed; strong office environment skills (communication, IT experience, dealing with various colleagues); experience with working as part of a bigger team to take ownership of a process and flex your skills to meet deadlines; the ability to deal with high volume outbound calls, email correspondence and trace activity.

Does this sound like the role you would like to excel in? If so please apply below and a member of our dedicated Recruitment Team will be in touch!


**Please note - As part of the selection process, SLC uses third parties to perform a number of pre-employment checks including reference, criminal record and credit reference. They may supply us with information that will assist us with our recruitment decision**

Download Job Profile