Call Centre Operative

FPMR Ltd; England; On-site; GBP 25,000; Full time

Job summary

A law firm support company is seeking a Call Centre Operative in Hertford to manage calls and caseloads in a regulated environment. The role requires excellent communication skills and prior experience in customer service or call centres. You will ensure compliance with data protection and effectively handle sensitive discussions while meeting individual and team targets. This role offers a salary of £25,000 plus a performance-related bonus within a stable team environment.

Benefits

5% performance-related bonus

Stable team environment

Fully office-based role

Qualifications

• Previous experience in a call centre or customer service role.
• Excellent communication skills to handle sensitive conversations.
• Ability to work independently while managing a caseload.

Responsibilities

• Manage a caseload of active matters.
• Answer inbound and make outbound calls to clients.
• Negotiate and agree on payment plans.

Skills

Previous call centre, customer service or phone-based experience

Strong verbal and written communication skills

Good numerical ability and attention to detail

Confident using computer systems and databases

Professional and tactful approach to sensitive conversations

Resilient, organised, and able to thrive in a fast-paced environment

Job description

Job Title: Call Centre Operative
Location: Hertford (Fully Office Based)
Salary: £25,000 + 5% Bonus
Hours: Monday to Friday, 9:00am-5:00pm (37.5 hours)
Start Date: ASAP

The Opportunity

We are recruiting a reliable and professional Call Centre Operative to join an established and growing call centre team supporting a law firm.

This is a fast-paced and varied role, ideal for someone confident on the phone, highly organised, and comfortable working in a regulated environment. You'll play a key role in progressing cases efficiently while ensuring compliance with Data Protection legislation, SRA regulations and the Pre-Action Protocol for Debt Claims.

The Role

You will be the first point of contact for a wide range of third parties including clients, solicitors, debtors/defendants, mortgage lenders and courts. The role requires a professional and tactful approach, particularly when handling sensitive financial discussions.

Working as part of a team of 6-8, you will manage your own caseload, meet daily call and diary targets, and ensure all actions are completed accurately and within agreed service levels.

Key Responsibilities

• Managing an individual caseload of active matters
• Answering all inbound calls
• Making outbound calls to debtors/defendants, solicitors, clients, courts and mortgage lenders
• Meeting daily individual and team targets (call times, diaries, dropped calls)
• Entering new instructions accurately onto internal systems
• Calculating and understanding client instructions and statements of account
• Obtaining and interpreting Land Registry documents (titles, leases and transfers)
• Responding to written and email enquiries
• Identifying valid legal disputes and escalating complaints where appropriate
• Negotiating and agreeing payment plans
• Taking card payments and allocating cheque payments
• Using client databases to obtain statements, demands and invoices
• Following set processes and internal guidelines
• Maintaining accurate team diaries and working within SLAs

The Person

Essential:

• Previous call centre, customer service or phone-based experience
• Strong verbal and written communication skills
• Good numerical ability and attention to detail
• Confident using computer systems and databases
• Professional and tactful approach to sensitive conversations
• Resilient, organised and able to thrive in a fast-paced environment

Desirable:

• Experience within property, legal, debt recovery or another regulated environment
• Familiarity with arrears recovery, payment plans or dispute handling

The Package

• Salary of £25,000 per annum
• 5% performance-related bonus
• Monday to Friday working hours (9am-5pm)
• Fully office-based role in Hertford
• Stable team environment with structured processes