Associate Customer Experience

About Blenheim Chalcot

Blenheim Chalcot is one of the leading venture builders in the world. We have been building exciting and disruptive businesses for over 26 years across sectors including FinTech, EdTech, GovTech, Media, Sport, Charity and more. These companies are all GenAI enabled and are some of the most innovative companies in the UK and increasingly around the world.

The BC team in India has been instrumental to the growth and success of Blenheim Chalcot. Established in 2014, Blenheim Chalcot India serves as a pivotal launchpad for those aiming to make a difference in the realm of innovation and entrepreneurship.

Blenheim Chalcot India is driven by a mission to empower visionaries to lead, innovate, and build disruptive solutions. We support our diverse portfolio of ventures and create impactful solutions that shape global trends. We provide a range of services to help new business get off the ground, including technology, growth (marketing and sales), talent, HR, finance, legal and tax, plus so much more!

One of our EdTech Ventures, Avado is scaling fast and we’re looking to hire high energy, motivated and curious talent to support them on that journey!

About Avado

Here at Avado, we believe in people-powered transformation because we know that all transformation starts with people. We are a professional learning organization that upskills people, uplifts cultures and future proofs organizations in a fast-moving world. We design and deliver interactive learning experiences in data, people, and marketing including work-readiness programmers, and professional qualifications. Our connected learning approach combines deep expertise, collaborative learning, scalable technology, and award-winning learning design to deliver unrivalled learner experiences for people and organizations who want real change.

Avado is one of the Blenheim Chalcot (BC) portfolio companies. BC is a venture builder i.e., they found and grow businesses from the ground up, with currently over 25 in the portfolio and assets under management valued in excess of £1.8 billion. Being part of Avado, means you will also be part of one of the world's leading digital venture builders.

The Role

The Associate Customer Experience is a vital role within the Blenheim Chalcot portfolio, and You will gain hands-on experience in a fast-paced and progressive environment, where you will support us in building our next generation of GenAI enabled tech businesses.

Key Responsibilities

To help us be the best, you will be accountable for:

• Contact customers with overdue accounts through various channels, including phone calls, emails, and written correspondence.
• Maintain a professional and empathetic communication style to understand customers' financial situations and negotiate payment arrangements.
• Monitor and track payments to ensure timely and accurate application to customer accounts.
• Update and maintain accurate records of customer interactions, payment commitments and follow-up activities.
• Investigate and resolve payment discrepancies or disputes in collaboration with relevant internal departments, such as billing or sales and addressing customer enquiries and concerns promptly, providing clear and concise information.
• Negotiate payment plans and settlements with customers based on company policies and guidelines.
• Collaborate with customers to find mutually agreeable solutions while ensuring compliance with company procedures.
• Prepare and maintain detailed documentation within HubSpot (CRM) of all collection activities and customer interactions.
• Ensure compliance with relevant laws and regulations governing debt collection practices.
• Provide exceptional customer service by addressing inquiries, resolving issues, and maintaining a positive and professional manner.
• Collaborate with other customer service teams to share insights and enhance overall customer experience.

About you

The ideal candidate will have a track-record in delivering results in a fast-moving business and hence be comfortable with change and uncertainty. Excellent stakeholder management experience is essential to being successful in this role.

Required Skills

• Proven experience in customer service, collections, or a related field.
• Strong negotiation and communication skills.
• Experience in collections and customer facing role 2- 5 years relevant. 
• Knowledge of debt collection laws and regulations.
• Familiarity with accounting and billing systems.
• Excellent organizational and time-management skills.
• Ability to work independently and as part of a team.

What We Can Offer You

• Be part of the World’s Leading Digital Venture Builder
• Have the opportunity to be a part of and learn from the incredible diverse talent in BC
• Be exposed to the right mix of challenges, within a culture that promotes continuous learning and development and the opportunity to work with Gen AI
• A fun and open, if a little cricket-obsessed, atmosphere – we own the Rajasthan Royals IPL team!
• 24 days of annual leave, 6 floater leave and 4 public holiday days, maternity and paternity leaves.
• Private medical for you and your immediate family.

Important

At Blenheim Chalcot, we strive to create an environment where differences are not only accepted but greatly valued; where everyone can make the most of their capabilities and potential. We promote meritocracy, competence and the sharing of ideas and opinions. We are driven by data and believe the diversity, agility, generosity, and curiosity of our people is what sets us apart as an organization. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing and advancing individuals based on their skills and talent.