Payday Express, UK provider of cash advance loans, has restructured its workforce with the aim of dedicating further resources to customer care and support services.

This week, the payday loan company set up a new contact centre support department to take on administration duties previously performed by the customer services team, with a view to freeing up valuable time for advisers to be on hand to answer customer calls with increased efficiency.

Administrator positions within the newly formed team were offered internally and five experienced contact centre agents moved into the new department, with one external recruit completing the new team. Experienced contact centre team leader, Alison Eller, moved across to become a support team leader.

“I’m looking forward to heading up the support team. They are people with very strong administration skills, who will help make the various contact centre functions more efficient,” said Alison.

The contact centre support team will be focusing on answering customer emails as quickly as possible, as well as carrying out all administration functions within the contact centre department. Agents in the contact centre can now focus on their core competencies and offer the best possible service in response to information and queries on payday loans.

“Payday Express is continually focused on having the right people in the right roles to optimise the service offered to our customers,” said contact centre manager Carl Mountain.

“Setting up a new administration department enables employees whose strengths lie in this area to specialise in this, and for us to bring in new talent, while also building up the contact centre teams with employees that have strong customer service skills,” he added.

The latest re-organisation of the business follows the decision made in October 2011 to create a business development department to improve the customer journey through the applications process.

Via EPR Network
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