Call Centre Representative

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

Benefits offered by this job

Quarterly bonus up to 20%

Discretionary annual bonus up to 10%

3% flexible benefits

Hybrid working

Free onsite parking

28 days of holiday + public holidays +

Option to buy up to five more holidays

Life assurance

Wellbeing initiatives

Employee networks

Job summary

Lowell in Leeds is seeking a Legal Recoveries Associate to join our Litigation team. You will communicate with customers by phone to understand their financial situation and develop suitable repayment options, including coordinating with any ongoing litigation processes.

The role is hybrid, with a focus on meeting KPIs and delivering compassionate customer service. A quarterly bonus up to 20% and an annual discretionary bonus are available, plus flexible benefits and wellbeing initiatives.

Qualifications

• Experience in customer-facing roles is preferred.
• Strong communication skills and empathy when speaking with customers.

Responsibilities

• Speak with customers by telephone to understand their situation and discuss options.
• Set up affordable payment plans in coordination with any litigation processes.
• Conduct regular reviews to ensure payments remain suitable and resolve queries.

Skills

Customer service experience

Communication skills

Job description

Legal Recoveries Associate

Hybrid

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 workingfor the best of both worlds—collaboration and focus.
• Free onsite parking, saving you time and money.
• Recharge and refreshopportunities 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 mindwith 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 workby 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.