Call Centre Agent

Encore Capital Group; West Malling; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A financial services company in West Malling is looking for a Customer Service Representative to join their Customer Operations department. This full-time role offers a starting salary of £26,204 per annum, with additional bonuses and hybrid working after training. The ideal candidate will possess excellent negotiation skills and a drive to deliver exceptional customer service. This role includes handling sensitive conversations and aims to assist customers on their financial journey. Join a diverse and inclusive team committed to well-being and professional growth.

Benefits

30 days holiday (pro rata)

Quarterly performance-related bonus

Discounts on high-street shops

Healthcare cash back plan

Employee Assistance Programme

Two paid volunteering days

Qualifications

• Resilience and drive to excel in a target-driven environment.
• Ability to handle sensitive customer interactions with care.
• Willingness to undergo credit and background checks.

Responsibilities

• Handle inbound and outbound dialler-based calls.
• Provide exceptional customer service via telephone.
• Deliver solutions to vulnerable customers with care.

Skills

Negotiation skills

Customer service expertise

Empathy

Job description

Do you enjoy working in salesfocused roles or looking for a role in Customer Service?

Do you have the resilience and drive to excel in a target driven environment? Do you have good negotiation skills?

If you have answered yes, then we have an amazing full-time opportunity for you to join our Customer Operations department in our Kings Hill office, ME19 4UA on 23rd February 2026. Apply Now!!

Our team here at Cabot Financial 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.

Regular events focusing on your wellbeing, we’ve had the opportunity to do ‘PawTherapy’, Yoga classes, Monthly massages, food initiatives such as weekly fresh pastries, Pizza Vans, Ice creams, brunches and a whole load of other fun events!

In addition to this, you’ll receive:

• A salary starting from £26,204 per annum based on a 40 hour contract, with the opportunity to progress.
• A performance related quarterly bonus, which is paid monthly -you could earn around an additional £400-£600 plus a month!
• Hybrid working– Once competent, you can expect to transition into Hybrid Working around 6-9 months into your role to allow for a better work/life balance!
• 30 days holiday (pro rata)- including all bank holidays and the opportunity to take an additional five day’s unpaid holiday each year.
• Discount and cash back on hundreds of high‑street shops.
• Overtime opportunities
• Insurance – healthcare cash back plan, travel insurance, life assurance.
• Two paid volunteering days each year – these are great fun with your team!
• Employee Assistance Programme – with access to remote physiotherapy, GP appointments, nutritionists, personal trainers, lifestyle coaches, legal support, wellbeing resources and much more

Training and Shifts:

You’ll spend the first four weeks in office for training Monday‑Friday between 8.00am and 4.30pm. Once you’re ready to go, you’ll move into our weekly shift patterns (40‑hour per week contract):

Week 1 –Monday to Friday 8:00am – 4:30pm

Week 2 –Monday to Friday 9:00am – 5:30pm

Week 3 –Monday 12:30pm – 8:00pm Tuesday – Friday 12pm – 8pm

Saturday (1 in 3): 9am – 1.30pm

Please note we are unfortunately unable to accommodate any holiday during the first 5 weeks training period.

What you’ll be doing:

• Handling inbound and outbound dialler based calls.
• Providing exceptional customer service via telephone
• Confidently handle calls where you will talk about difficult subjects, support vulnerable customers, and deliver solutions with care and empathy.
• Hitting your call quality standards and KPIs
• Tailoring affordable repayment plans to manage their debts, helping our customers on the road to financial recovery.

Next steps:

If this sounds like you and you have got what it takes, come, and join our rapidly expanding company! We are looking for people to interview with us ASAP.

Diversity and inclusion

are very important to us at Cabot, and we value a multitude of diverse talent within our business. We want everyone to be themselves at work and encourage a culture that includes everyone. Our policies ensure that every candidate and employee are treated fairly and with equal opportunities.

**At Cabot we are highly 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 are unable to proceed to interview stage if a CCJ, IVA, 2 defaults or more or Bankruptcy appears on a credit file, or if you do not have full right to work in the UK. You must also be over 18 years of age.