Call Centre Representative

Confidential; Leeds; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Hybrid working

Performance bonus

Annual bonus up to 10%

Onsite parking

Wellbeing programs

Flexible benefits

Job summary

Overdales Legal is seeking a Legal Recoveries Associate in Leeds. You will work in our Litigation department, speaking with customers by telephone to understand their financial situations and advise on the best repayment options.

The role requires empathy, resilience, and clear communication to help customers achieve sensible, affordable plans. We offer structured training, hybrid working at Leeds Thorpe Park, and performance-linked bonuses.

Qualifications

• Experience in customer service is preferred.
• Strong communication and active listening skills.
• Ability to stay resilient and adapt to change while helping customers.

Responsibilities

• Speak with customers by phone to review accounts and discuss options.
• Assist customers in setting up affordable payment plans and guide them through related processes.
• Conduct regular reviews to ensure payment plans remain appropriate and effective.

Skills

Customer service

Communication skills

Resilience

Self-motivation

Adaptability

Job description

Legal Recoveries Associate

Salary: 28,911 depending on experience, plus a quarterly performance related bonus of up to 20%

Location: Leeds, Thorpe Park, Hybrid

Shifts: Hours between 9.00am - 6.45pm, including a 1 in 4 Saturday rotation (9.00am-1.00pm).

Start dates: Looking for a new start? Our next start date is November 9th with a structured 5-week training programme to help you get fully up to speed, so we'd ask that you can attend this in full.

Join us as a Legal Recoveries Associate in our Litigation department, this means working together to navigate our customers' journey and bring people back to financial health.

Working towards KPI's, you'll speak to customers over the telephone about their accounts, taking time to fully understand each customer's situation to help them find the right way forward. Possible outcomes could be setting up affordable payment plans, in conjunction with any litigation processes, you'll also help with any queries and conduct regular reviews to ensure payments are still suitable.

The role can be challenging as some customers may be in vulnerable situations, but you can make a real impact on peoples' lives.

What we are looking for:

• Enthusiasm, passion, and dedication.
• Resilience and adaptability to change.
• Strong communication skills
• A desire to help each customer in the most compassionate way.
• The ability to motivate yourself to achieve your goals every day.
• Ideally you would have a customer service experience and if your background is in sales, retail or any kind of customer facing role then you could be the one we're looking for!

If you're excited about this role but don't meet every requirement - don't worry, still apply. Your unique perspective could be just what we're looking for.

What you'll get:

• A performance related quarterly incentive bonus where you can earn up to an additional 20% of your quarterly earnings.
• A discretionary annual bonus for a job well done, earn up to 10% of your annual salary.
• 3% flexible benefits that you can tailor to suit your lifestyle, whether that's extra cash, more holiday, or added health cover.
• Hybrid working for the best of both worlds-collaboration and focus.
• Free onsite parking, saving you time and money.
• Recharge and refresh opportunities with 28 days of holiday plus public holidays, and the option to buy up to five more-giving you more time for what matters most.
• Peace of mind with life assurance that supports your loved ones, no matter what.
• A culture that celebrates you and supports your wellbeing - with recognition awards, access to on-site gym facilities, and a variety of wellbeing initiatives offered throughout the year to help you stay balanced, resilient and feeling your best.
• Encouragement to be your authentic self at work by joining one of our vibrant employee networks-like Rise (Gender), Proud (LGBTQIA+), Culture, or Spark (Neurodiversity & Disability) - and connect with a community that celebrates and supports you.

So, who are we?

We're Overdales Legal. Regulated by the SRA, we're one of the largest providers of specialist debt Litigation services in the UK. We're a proud member of Lowell Group.

We're on a mission to make credit work better for all.

We buy debt from lots of different companies in all kinds of sectors. We treat people with dignity, helping customers pay off their Lowell debt in practical and affordable ways.

According to The Sunday Times, we're one of the best places to work in the UK, (we're proud to be on their 'Best Places to Work' list for the third-year running). Why? Because of the people who work here. Warm, welcoming, and super-talented. It's our people that make us great.

We celebrate and share success, learn from failure, embrace change, and savour challenge.

Join us and from day one you'll have a voice in one of the most dynamic companies in the UK finance sector. Our new colleagues tell us they love the support we give them and the recognition they receive for a job well done. And wherever you are in Lowell, you'll be making a difference to the lives of millions of people going through tough times.

Ready to join us?

At Lowell, we're committed to helping you grow-both personally and professionally. We provide the tools, support, and opportunities you need to shape your career and thrive.

We welcome people from all backgrounds and experiences. Whatever your identity - culture, gender, sexual orientation, religion, ethnicity, age, neurodiversity, or disability - if you're passionate about making credit work better for everyone, we'd love to hear from you. Our strength lies in our people, and we're proud to build inclusive teams supported by benefits that help everyone succeed.