Blended FS/CS Advisor

The role

We’re looking for an Blended FS/CS Advisor to join our Oxendales team

As a Blended CS / FS Advisor you will help and support our new and existing customers, who have escalated issues including customers experiencing financial difficulties, areas of dissatisfaction and vulnerabilities.  

Your key objective is to use your call handling and letter writing skills to achieve the most appropriate outcome for the customer whilst offering support and maintaining regulatory compliance standards. 

What will you do as an Blended FS/CS Advisor at N Brown? 

• Engage with new and existing customers over the telephone and via written communication to effectively understand their current situation, agreeing an outcome which is appropriate for both the Customer and the Business. 
• You will be a good communicator as you support our customers with all aspects of their account, over the phone and via digital channels including Facebook and Instagram. 
• You will take ownership, investigating and resolving customer issues and enquiries. With a natural ability to work collaboratively you will be required to follow up across different areas of our business to ensure a great experience for our customers. You should have great follow up skills and always have our customer at the heart of everything you do, leaving no stone unturned in your drive for improvement. 
• Understand our customer’s needs and expectations, meeting these consistently through commitment to our quality framework delivering an outstanding service. 
• Processing new customer set up and referrals. 
• Processing customer payments, refunds and adjustments in a timely and professional manner.  
• Handle customer dissatisfaction in an appropriate and courteous manner whilst adhering to our complaints / escalation process. 
• Comply with all appropriate regulatory compliance guidelines in achieving the right customer outcome. 
• Adopt a flexible approach to work at all times, being prepared to undertake ad hoc duties to include the maintaining of accounts based on information from internal and external stakeholders in relation to Debt Management, Insolvency, Fraud, Deceased and Customer Service which may be required to meet the ever-changing needs of our customers and business. 

What skills and experience will you have?  

• Extensive experience in a customer facing role/environment, ideally within a Financial Services organisation.  
• Excellent communication skills, both written and verbal. 
• Good numerical and literacy skills. 
• Customer Service, Collections, Recoveries or a Sales background preferable. 
• Ability to adapt to change and differing business demands. 
• Evidence of achieving SLA’s and KPI’s. 

What’s in it for you? 

• 24 days holiday (+ 8 bank holidays) with the option to buy an additional 10 days 
• Annual bonus scheme 
• Enhanced maternity and adoption leave 
• Access to Apricity, a self-funding IVF benefit at a reduced rate 
• Company pension with up to 8% N Brown contribution 
• Mental Health support both internally and externally, including access to our wellbeing champions and counselling services  
• A range of financial wellbeing support  
• Colleague discount across all N Brown brands 
• Onsite café with subsidised rates and local restaurant discounts! 
• Life Assurance and Private Medical Insurance 
• Paid volunteer time – all our colleagues can take a full day paid to volunteer for a charity of their choice  

N Brown – who we are and why work for us? 

At N Brown, we’re committed to building a diverse workforce and creating an inclusive environment that values equality for all. Our vision is that by ‘championing inclusion, we’ll become the most loved and trusted fashion retailer’. Diversity, Equity, Inclusion and Belonging are, therefore, at the heart of our culture. 

We’re a forward-thinking digital retailer with a financial services proposition to be proud of. We’re customer-obsessed, serving them through three core brands: JD Williams, Simply Be, and Jacamo. We’re experienced, with over 160 years of trading under our belt. We’re inclusive, as we believe in fashion without boundaries; and we’re sustainable, striving to make as little impact on the planet as possible.  

In May 2024 we were delighted to be named one of The Sunday Times Best Places to Work 2024. We work hard to create a happy and inclusive culture for everyone and we’re so proud to have made this list - as voted for by our very own colleagues! 

Our promise to you: 

We’re an equal opportunity employer and value diversity. We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. 

What happens when you apply to a role at N Brown? 

As soon as we receive your application, we’ll send you an email to let you know. We always aim to come back to you as soon as possible with an update and we really appreciate you taking the time to apply for a role with us. Good luck!