Call Centre Agent

Midland Credit Management, an Encore Capital Group Company; Kingston upon Hull; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

Wescot Credit Services is seeking enthusiastic Call Centre Agents to join their BFI Team in Hull. The role involves supporting customers through financial challenges, starting with an extensive training program. The position offers a salary from £25,396, benefits including holiday increases based on experience, and a vibrant office culture with hybrid working options.

Benefits

31 days holiday (pro-rata)

Discounts at high-street shops

Team outings and seasonal incentives

Opportunity for a blend of office and home working

Qualifications

• Experience in customer service is a plus.
• Ability to discuss sensitive topics with care.
• Must pass credit and criminal background check.

Responsibilities

• Handle inbound and outbound calls to support customers on their financial journey.
• Recognize vulnerable customers and offer appropriate assistance.
• Participate in a comprehensive 4-week training program.

Skills

Empathy

Active Listening

Resilience

Job description

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

Wescot Credit Services are looking for Call Centre Agents to join our BFI Team starting 30th June 2025. We seek team players who share our enthusiasm, work ethic, and commitment to delivering 5-star customer service.

As a Call Centre Agent at Wescot, you will:

• Handle inbound and outbound calls, identify patterns, and recognize potentially vulnerable customers.
• Use active listening and questioning techniques to support customers on their journey to financial health.
• Demonstrate empathy and resilience, comfortably discuss difficult topics, and deliver challenging news with care.

You will start with a 4-week training program to learn about vulnerability, support needs, signposting, regulation, system usage, and effective questioning to achieve the right outcomes for customers and the business. This training will be held at our Hull office, Monday – Friday: 8.30am – 4.30pm.

After training, you will move to our weekly shift patterns, with options for a 35, 37.5, or 40-hour contract. Our operating hours are Monday – Friday, 8am – 8pm, and Saturdays, 8am – 4pm. You will work on a rotational shift pattern and be scheduled for 1 in 3 Saturdays, with a day off during the week prior to your Saturday shift.

Your Package

Our team at Wescot Credit Services values well-being and has organized initiatives like summer and Christmas parties, team outings, and other fun events in our vibrant Hull office.

• Salary from £25,396 (based on 40 hrs/week), with potential increases based on experience.
• 31 days holiday (pro-rata), including all bank holidays.
• Discounts and cashback offers at numerous high-street shops.
• Fun incentives such as seasonal parties, team breakfasts, pizza days, and games.
• Hybrid working: once fully trained, you can blend office and home working to improve work-life balance.

We are committed to supporting our local community through educational initiatives about money and debt. If you want to be part of a company aligned with our 2025 mission, apply now and start your next chapter!

See what your future colleagues say: https://youtu.be/fM3-_4cqZdA?si=JtQgVJNc2KGROvZf

Wescot Credit Services works with UK banks, credit card providers, energy, telecoms, and others to recover debts. We are part of Encore Capital Group, a Great Place to Work-Certified organization in multiple countries.

Diversity and inclusion are core values at Wescot. We encourage everyone to be themselves at work and foster an inclusive culture.

• Applicants must undergo a basic credit and criminal background check. We cannot proceed with candidates who have a CCJ, IVA, or Bankruptcy on their credit file, or lack full right to work in the UK.