Customer Consultant

Midland Credit Management; West Malling; Hybrid; GBP 26,000 - 35,000; Full time

Job summary

A financial service provider in West Malling is seeking a full-time Customer Service representative. The role focuses on assisting customers in a target-driven environment, handling inbound and outbound calls with empathy and care. Ideal candidates will possess strong negotiation skills and resilience, aiming to deliver exceptional service. This position offers a salary starting at £26,204 per annum along with bonuses and hybrid working options after training.

Benefits

Performance related quarterly bonus

30 days holiday (pro rata)

Discounts on high-street shops

Healthcare cash back plan

Paid volunteering days

Qualifications

• Experience in sales or customer service roles is preferred.
• Ability to handle difficult conversations and support vulnerable customers.
• Meet call KPIs and maintain quality standards.

Responsibilities

• Handle inbound and outbound calls to assist customers.
• Provide exceptional customer service over the phone.
• Tailor repayment plans for customers in debt.

Skills

Negotiation skills

Customer service orientation

Resilience

Empathy

Job description

Do you enjoy working in salesfocused roles or looking for a role in Customer Service? Do you have the resilience and drive to excel in a target driven environment? Do you have good negotiation skills? If you have answered yes, then we have an amazing full-time opportunity for you to join our Customer Operations department in our Kings Hill office,ME19 4UA, starting on 13th October 2025

Our team here at Cabot Financial 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. We’ve had the opportunity to do ‘PawTherapy’, Yoga classes, Monthly massages, food initiatives such as weekly fresh pastries, Pizza Vans, Ice creams, brunches and a whole load of other fun events! In addition to this, you’ll receive:

• A salary starting from £26,204 per annum with the opportunity to progress.
• A performance related quarterly bonus, which is paid monthly -you could earn around an additional £400-£600 plus a month!
• Hybrid working– Once competent, you can expect to transition into Hybrid Working around 6-9 months into your role to allow for a better work/life balance!
• 30 days holiday(pro rata)- including all bank holidays and the opportunity to take an additional five day’s unpaid holiday each year.
• Discount and cash backon hundreds of high-street shops.
• Overtime opportunities
• Insurance- healthcare cash back plan, travel insurance, life assurance.
• Two paid volunteering dayseach year – these are great fun with your team!

Training and Shifts:

You’ll spend the first four weeks in office for training Monday-Friday between 8.00am and 4.30pm. Once you’re ready to go, you’ll move into our weekly shift patterns (40-hour per week contract):

Week 1 –Monday to Friday8:00am - 4:30pm

Week 2 –Monday to Friday9:00am - 5:30pm

Week 3 –Monday12:30pm - 8:00pm Tuesday - Friday 12pm - 8pm

Saturday (1 in 3):9am - 1.30pm

Please note we are unfortunately unable to accommodate any holiday during the first 5 weeks training period.

What you’ll be doing:

• Handlinginbound and dialler based outboundcalls.
• Providingexceptional customer servicevia telephone
• Confidently handle calls where you will talk about difficult subjects,supportvulnerable customers, and deliversolutionswithcare and empathy.
• Hittingyour call KPIsandquality standards
• Tailoring affordablerepayment plans to manage their debts,helping our customers on the road to financial recovery.

Next steps:

If this sounds like you and you have got what it takes, come, and join our rapidly expanding company! We are looking for people to interview with us ASAP.

Diversity and inclusion are very important to us at Cabot, and we value a multitude of diverse talent within our business. We want everyone to be themselves at work and encourage a culture that includes everyone. Our policies ensure that every candidate and employee are treated fairly and with equal opportunities.

**At Cabot we are highly 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 are unable to proceed to interview stage if a CCJ, IVA, 2 defaults or more or Bankruptcy appears on a credit file, or if you do not have full right to work in the UK. You must also be over 18**