Customer Consultant

Encore Capital Group; Telford; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

3 weeks training

31 days holiday (pro rata)

Job summary

Orbit Credit Services in Telford is recruiting for Call Centre Agents to support customers and help achieve financial wellbeing. You will be a first point of contact for inquiries, handling calls with empathy and recording outcomes across our systems.

Training is provided to prepare you for the role and regulatory standards. With shifts Monday to Saturday and options of 37.5 or 40 hours, the role offers learning and progression in a supportive team, based at our Telford office, starting 2nd

Qualifications

• Handle inbound and outbound calls while adhering to regulatory standards.
• Use active listening and questioning to support customers.
• Show empathy and resilience when delivering difficult news.
• Accurately record interactions across internal systems.

Responsibilities

• Handle inbound and outbound calls, identify patterns and vulnerable customers.
• Support customers on their journey back to financial health with careful questions.
• Deliver difficult news with care and maintain empathy throughout.
• Update multiple systems with accurate customer interactions and outcomes.

Skills

Communication skills

Active listening

Empathy

Resilience

Regulatory compliance

Data entry

Tools

CRM software

Data entry systems

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 on 40 hrs per week), rising with experience
• Hours:Option to choose from a37.5 or 40 hour contract
• Shifts:We are open Monday to Friday 8am - 8pm and Saturdays 8am - 6pm, you will work on arotational shift patternwithin those hours which include1in 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 dedicatedL&D Trainersupporting you.
• 31 days holiday (pro rata)- including all bank holidays.

Orbit Credit Servicesare on the lookout forCall Centre Agentsto join ourteamstarting2nd November 2026!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 Orbit 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.
• 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.

You’ll begin the role with a3-week trainingprogramme. 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.

Our team here atOrbit Credit Serviceshave done some amazing initiatives this year all in aid of improving ourwell-being. We understand the importance of feelingvaluedand 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.

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

Orbit Credit Servicesprovide a range ofdebt servicesto ourwater clientsto 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.

Diversity and inclusionare 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.