Customer Consultant

Encore Capital Group; Hull and East Yorkshire; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading debt recovery company in Hull is seeking Call Centre Agents to support customer financial wellbeing. With a competitive starting salary of £25,396.80 based on a flexible 35-40 hour contract, you can expect a supportive training program and a hybrid working model. Ideal candidates will demonstrate strong empathy and resilience while handling customer inquiries. Join a team that values diversity and community engagement.

Benefits

Hybrid working option

31 days holiday (pro rata)

Monthly performance bonus

Qualifications

• Must be comfortable discussing difficult topics.
• Ability to handle inbound and outbound calls.
• Will support customers on their financial wellbeing.

Responsibilities

• Provide support and empathy to customers.
• Handle inbound and outbound calls.
• Spot patterns and identify vulnerable customers.

Skills

Active listening

Empathy

Resilience

Job description

Overview

Call Centre Agent, Hull HU1 3HA, a short walk from Hull Interchange – starting 17th November

• Salary: Starting from £25,396.80 (based on 40 hrs per week) rising depending on experience.
• Hours: Option to choose from a 35, 37.5 or 40 hour contract with added flexibility to condense your hours across 4 or 5 days a week.
• Bonus: Fantastic monthly bonus, where you could earn around an extra £2000 per year.
• Shifts: We are open Monday to Friday 8am - 8pm and Saturdays 8am - 4pm. You will work on a rotational shift pattern within those hours, which includes 1 in 3 Saturdays. We’ll give you a day off during the week prior to your Saturday shifts.
• Training: 4 weeks with a dedicated L&D Trainer supporting you.
• Hybrid working: Once you’re fully competent and confident in your role, we operate a hybrid working business, offering employees the ability to blend between office and home working for a better work life balance.
• 31 days holiday (pro rata) - including all bank holidays.

Wescot Credit Services are on the lookout for Call Centre Agents to join our BFI Team starting 17th November 2025. We are looking for team players who match our enthusiasm, work ethic and our outlook to 5-star customer service.

In this role, you will be the first point of contact for customers, providing them with the support and empathy they need to achieve financial wellbeing.

As a Call Centre Agent at Wescot you will:

• Handle inbound and outbound calls, you’ll spot patterns and identify potentially vulnerable customers.
• Use active listening skills and questioning techniques to support our customers on their route back to financial health.
• Have empathy and resilience, be comfortable talking about difficult subjects and be able to deliver difficult news with care.

You’ll begin the role with a 4-week training programme. You’ll learn about vulnerability and support needs, signposting, regulation and how to use our systems, along with effective questioning to deliver the right outcome for the customer and business. This will be based in our Hull office, Monday – Friday: 8.30am – 4.30pm.

Once you’re ready to go, you’ll move into our weekly shift patterns, with the option to choose either a 35, 37.5 or a 40-hour contract.

Our team here at Wescot Credit Services 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 everyday-to-day role to feel our best. Some of our events included a Summer Party, Christmas Party, team events and outings, alongside lots of fun in our vibrant Hull office.

We are also passionate about supporting our local community. We have worked with local primary schools to deliver fun, educational games around the importance of money and debt.

If this sounds like a company that you would like to be part of, to deliver our mission for 2025 and beyond, please apply and start your next chapter with us!

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

Wescot Credit Services is a Contact Centre working with several large UK banks, as well as Credit Card Providers, Energy, Telecoms and others to help recover debts owed to them by their customers.

We are proud to announce that Encore Capital Group, which Wescot is part of, is Great Place to Work-Certified™ in Costa Rica, France, India, Portugal, the United Kingdom and the United States.

Diversity and inclusion are very important to us at Wescot and we value diverse talent within our business. We want everyone to be themselves at work and encourage a culture that includes everyone.

At Wescot we’re 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’re unable to proceed to interview stage if a CCJ, IVA or Bankruptcy appears on a credit file, or if you do not have full right to work in the UK.

CCAHUL