Customer Consultant

Midland Credit Management, Inc.; Telford; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

31 days holiday (pro rata)

3-week training programme

L&D Trainer support

Job summary

Orbit Credit Services is recruiting for a Call Centre Agent in Telford. The role handles customer calls with empathy to support financial wellbeing, starting 2 November 2026. Training lasts 3 weeks with an L&D Trainer, and shifts run 8am–8pm Monday to Friday and 8am–6pm Saturdays, with a 1 in 3 Saturday rotation.

You will log interactions in multiple systems, work within regulatory standards, and contribute to a collaborative team culture in a growing office near Telford station.

Qualifications

• First point: handle inbound and outbound calls with empathy and resilience.
• Second: identify vulnerable customers and escalate appropriately.
• Third: use active listening and questioning techniques to support customers.

Responsibilities

• 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.
• Update multiple systems, you will accurately record customer interactions and outcomes across various internal systems, ensuring data is up-to-date and compliant with regulatory standards.
• Collaborate with colleagues, you will share insights and best practices, contributing to a supportive team environment.

Job description

Call Centre Agent, Telford TF3 4NT, a short walk from Telford train and bus station - starting 2nd November 2026!

Salary: £26,500.76 (based 40 hrs per week), rising with experience

Hours: Option to choose from a 37.5 or 40 hour contract

Shifts: We are open Monday to Friday 8am - 8pm and Saturdays 8am - 6pm, you will work on a rotational shift pattern within those hours which include 1 in 3 Saturdays. But don't worry we'll give you a day off during the week prior to your Saturday shifts.

Training: 3 weeks with a dedicated L&D Trainer supporting you.

31 days holiday (pro rata) - including all bank holidays.

Orbit Credit Services

Orbit Credit Services are on the lookout for Call Centre Agents to join our team starting 2nd November 2026! We are looking for team players who match our enthusiasm, work ethic and our outlook to 5-star customer service.

Job Description

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.

Responsibilities

• 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.
• Update multiple systems, you will accurately record customer interactions and outcomes across various internal systems, ensuring data is up-to-date and compliant with regulatory standards.
• Collaborate with colleagues, you will share insights and best practices, contributing to a supportive team environment.

Training & Hours

You’ll begin the role with a 3-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 Telford office, Monday - Friday: 9am - 5pm.

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

Company Culture

Our team here at Orbit 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 every day-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 Telford 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.

Diversity & Inclusion

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

At Orbit 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.

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

Orbit Credit Services provide a range of debt services to our water clients to help resolve their customers problems. We have over 200 people working with us at our Telford office.

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