Call Centre Agent

Encore Capital Group; Hull and East Yorkshire; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading credit services provider in Hull is looking for a Call Centre Agent to support their BFI Team. The role involves handling customer calls, providing assistance on financial matters, and requires strong communication and empathy. Successful candidates will participate in a comprehensive training program and enjoy benefits such as hybrid working, 31 days of holiday, and various incentives. If you are enthusiastic about delivering excellent customer service, apply today!

Benefits

31 days holiday (pro rata)

Discounts and cashback on high-street shops

Hybrid working options

Fun incentives like seasonal parties

Qualifications

• Comfortable discussing difficult subjects and delivering tough news.
• Ability to work in a team environment with enthusiasm.
• Prior experience in a customer service role preferred.

Responsibilities

• Handle inbound and outbound calls to support customers.
• Identify potentially vulnerable customers and provide assistance.
• Participate in a 4-week training program.

Skills

Active listening

Empathy

Resilience

Communication

Job description

Overview

Call Centre Agent, Hull HU1 3HA, a short walk from Hull Interchange.

Wescot Credit Services are on the lookout for Call Centre Agents to join our BFI Team starting 17th November 2025. We are looking for team players who match our enthusiasm, work ethic and our outlook to 5-star customer service.

As a Call Centre Agent at Wescot you will:

• Handle inbound and outbound calls, you’ll spot patterns and identify potentially vulnerable customers.
• Use active listening skills and questioning techniques to support our customers on their route back to financial health.
• Have empathy and resilience, be comfortable talking about difficult subjects and be able to deliver difficult news with care.

Training andWorking Pattern

You’ll begin the role with a 4-week training programme. You’ll learn about vulnerability and support needs, signposting, regulation and how to use our systems, along with effective questioning to deliver the right outcome for the customer and business. This will be based in our Hull office, Monday – Friday: 8.30am – 4.30pm.

Once you’re ready to go, you’ll move into our weekly shift patterns, with the option to choose either a 35, 37.5 or a 40-hour contract. Our opening hours are between Monday – Friday between 8am – 8pm and Saturdays 8am - 4pm, you will work on a rotational shift pattern within those hours and work 1 in 3 Saturdays, but we’ll give you a day off during the week prior to your Saturday shift.

Your package

Our team here at Wescot Credit Services have done some amazing initiatives this year all in aid of improving our well-being. We understand the importance of feeling valued and taking time away from our every day-to-day role to feel our best. Some of our events included a Summer Party, Christmas Party, team events and outings, alongside lots of fun in our vibrant Hull office.

• Salary from £25,396 (based on 40 hrs per week) & rising depending on experience.
• 31 days holiday (pro rata) - including all bank holiday.
• Discount and cash back on hundreds of high-street shops.
• Fun incentives – including seasonal parties, team breakfasts, pizza days, and games to name a few!
• Hybrid working - once you’re fully competent and confident in your role, we operate a hybrid working business, offering employees the ability to blend between office and home working for a better work-life balance!

We are also passionate about supporting our local community. We have worked with local primary schools to deliver fun, educational games around the importance of money and debt.

If this sounds like a company that you would like to be part of, to deliver our mission for 2025 and beyond, please apply and start your next chapter with us!

See what your future colleagues say: See video.

WescotCredit Services is a contact centre working with several large UK banks, as well as credit card providers, energy, telecoms and others to help recover debts owed to them by their customers.

We are proud to announce that Encore Capital Group, which Wescot is part of, is Great Place to Work-Certified in Costa Rica, France, India, Portugal, the United Kingdom and the United States.

Diversity and inclusion are very important to us at Wescot and we value diverse talent within our business. We want everyone to be themselves at work and encourage a culture that includes everyone.

At Wescot we’re regulated by our clients - as such, any successful candidates will have to undergo a basic credit check and criminal background check. Please note that we’re unable to proceed to interview stage if a CCJ, IVA or Bankruptcy appears on a credit file, or if you do not have full right to work in the UK.