Customer Service Agent

Encore Capital Group; Worthing; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading financial services firm is seeking a Customer Service Agent to provide exceptional support to customers. Located in Worthing, this hybrid role involves handling inbound and outbound calls, ensuring positive outcomes for customers while meeting KPIs. Candidates should possess strong communication skills and the ability to navigate challenging conversations with empathy. Comprehensive training is provided, and opportunities for bonuses and career growth are available.

Benefits

Performance-related quarterly bonus

31 days holiday (pro rata)

Health & Wellbeing Initiatives

Training with dedicated support

Summer and Christmas Parties

Qualifications

• Comfortable handling inbound and outbound calls.
• Ability to achieve KPIs and quality standards.
• Strong focus on customer outcomes.

Responsibilities

• Provide exceptional customer service via telephone.
• Tailor repayment plans to manage debts.
• Engage customers and promote financial stability.

Skills

Excellent communication skills

Empathy

Active listening

Ability to manage difficult conversations

Job description

Role

Customer Service Agent

Benefits

• Salary: from £26,421
• A performance related quarterly bonus, which is paid monthly - you could earn around an additional £400-£600 plus a month!
• Hybrid working: once competent, the working pattern is then 3 days onsite and 2 days remote.
• 31 days holiday (pro rata) - including all bank holidays and the opportunity to take an additional five days’ unpaid holiday each year.
• Training: 5 weeks with dedicated L&D Trainer supporting you.
• Fun Times: Summer and Christmas Parties. (and more)
• Mandatory annual salary review.
• Company funded Health & Wellbeing Initiatives.
• Employee Assistance Programme – with access to remote physiotherapy, GP appointments, nutritionists, personal trainers, lifestyle coaches, legal support, wellbeing resources and much more

About the company

MCS are on the lookout for Call Centre Agents to join our team.

Mortimer Clarke Solicitors (MCS) is a specialist litigation law firm. We have been in business since 2007 and now employ over 170 people at our office in Worthing, West Sussex.

We won Best Legal Services Provider at the CCS Awards in 2023 and Best Legal and Advisory Service at other industry awards in 2022 & 2021.

We are part of the Cabot Credit Management Group, which is a European market leader in credit management services.

What you’ll be doing

We are looking to speak with individuals who are comfortable working in a professional, busy environment and who are equally at ease handling inbound and outbound calls from our customers when they want to talk to us. With a real focus on listening, you will ensure we achieve the right outcome for our customers whilst working towards KPIs and quality standards.

• We have a dedicated Training team, supporting you in small training teams over your 5 weeks Induction.
• Once completed, your exciting career step in role is fully structured with your new team members and leader.
• Handling inbound and dialler based outbound calls.
• Providing exceptional customer service via telephone.
• Confidently handle calls where you will talk about difficult subjects, support vulnerable customers, and deliver solutions with care and empathy.
• Hitting your call KPIs and quality standards
• Tailoring affordable repayment plans to manage their debts, helping our customers on the road to financial recovery.
• Engaging customers on inbound and outbound calls providing exceptional customer service to promote financial stability.
• This is a rewarding role, working with our customers to explore the customers’ circumstances.

See what your future colleagues say: See our video in evidence in the original posting.

You’ll spend the first five weeks in office for training Monday-Friday.

Once you’re ready to go, you’ll move into our weekly shift patterns (40-hour per week contract):

• Week 1 – Monday to Friday 8am - 4.15pm
• Week 2 – Monday to Friday: 12pm - 8pm
• 1 in 3 Saturdays: 9am - 1pm

We are proud to announce that Encore Capital Group, which Mortimer Clarke Solicitors are 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 MCS and we value diverse talent within our business. We want everyone to be themselves at work and encourage a culture that includes everyone.

At MCS 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.

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