Customer Service Advisor

IMH Recruitment have a fantastic opportunity for experienced Telephone Customer Negotiators to join our clients fast-growing, multinational financial services business based in the heart of Sheffield.

Working on the front line of operations, the role of Negotiator is to identify appropriate customer solutions on accounts, primarily through telephone negotiation having gathered information to inform and support the solution.

The primary objective of the role is to Negotiate best possible solutions for Customers on all accounts following internal processes and procedures, working in accordance with all regulatory.

Core Responsibilities

  • Effectively manage allocated caseload to ensure all accounts are actioned in a timely manner.
  • Review customer accounts to determine and propose the best possible resolution.
  • Contact customers via telephone/ letter to negotiate on accounts.
  • Negotiate with customers to ensure solutions are affordable, signposting to sources of free debt advice where necessary and identifying and dealing with vulnerable customers appropriately.
  • Follow up on payment promises to secure ongoing payment arrangements.
  • Update client accounts accurately and concisely.
  • Negotiate settlement terms with debtors or appointed third parties as per client mandate.
  • Provide a “shadowing” facility to colleagues either new to the business, or new to the team.
  • Ensure compliance with all relevant legal, regulatory, client and internal policy and procedure requirements.
  • Support the team to meet or exceed set standards by achieving agreed performance objectives and key performance indicators.
  • Work in partnership with other departments to meet business objectives.
  • Adhere at all times to the principles of Treating Customers Fairly.

Skills and Competencies

  • Understanding of FCA regulations and DPA principles.
  • A team-worker who must be able to build working relationships and interact with colleagues.
  • MS Office and/or Google experience.
  • Good communication skills.
  • Ability to demonstrate a professional approach to all circumstances.
  • Good organisational skills and administrative skills with a proven ability to prioritise tasks
  • Adaptability and flexibility.

Desirable Experience

  • Debt Collection Agency experience
  • Experience of working on a telephone dialler
  • Call centre experience


Salary £24,207.70 annually

Monday to Friday between the hours of 8am and 8pm.

25 days plus bank holidays

Annual leave purchase scheme (After Probation)

Hybrid working once passed probation and competent, 3 days at home, 2 in the office a week

Work from home allowance

Regular social events

Free breakfast, drinks, fresh fruit

Monthly Social Events

Please apply with your updated CV or call our office for further information 01709 541200

Job Types: Full-time, Permanent

Pay: £24,207.00 per year


  • Company events
  • Company pension
  • Health & wellbeing programme
  • On-site gym
  • Work from home



  • Monday to Friday
  • No weekends



  • Customer service: 1 year (preferred)
  • debt advice: 1 year (preferred)


Work Location: In person

  • Location: Sheffield
  • Salary: £24207.00 - £24207.00 per year
  • Type: Full-time
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