Customer Service Agent

Midland Credit Management; Worthing; Hybrid; GBP 23,000 - 31,000; Full time

Benefits offered by this job

Hybrid working

Five-week training programme

Annual salary review

Health and wellbeing initiatives

Employee Assistance Programme

Social events

Job summary

Mortimer Clarke Solicitors is seeking a Customer Service Agent in Worthing to provide empathetic, high-quality phone support and help customers explore suitable repayment options. You will build rapport, handle inbound and outbound calls, and contribute to positive outcomes.

The role offers hybrid working after training, a 5-week training programme, a yearly salary review, and health and wellbeing benefits as part of a supportive team.

Qualifications

• Experience communicating with customers or service users.
• Comfortable speaking with people by telephone and building rapport.
• Able to handle sensitive conversations professionally.
• Strong listening, problem-solving and communication skills.
• Able to work in a structured and fast-paced environment.
• Able to balance customer needs with quality and performance expectations.
• Enjoy helping people and finding practical solutions.

Responsibilities

• Manage inbound and outbound customer calls.
• Deliver a high standard of customer service over the telephone.
• Discuss sensitive subjects with professionalism, empathy, and respect.
• Support customers with varying needs and circumstances.
• Tailoring affordable repayment plans to manage their debts, helping our customers on the road to financial recovery.
• Meet quality standards and performance objectives.
• Build positive customer relationships through active listening and effective communication.
• Help customers navigate their circumstances and work towards greater financial stability.

Skills

Customer service experience

Telephone communication

Active listening

Empathy

Problem-solving

Communication skills

Structured fast-paced environment

Rapport building

Job description

Customer Service Agent – Worthing, BN11 1QP

Start Date: 23rd November 2026

Salary: From £27,082 per annum (based on a 40-hour week), with opportunities for progression based on experience and performance

Hours: Rotational shifts between Monday to Friday, 8:00am–8:00pm, plus 1 in 3 Saturdays, 9:00am–1:00pm

Bonus: Monthly performance bonus scheme (typically £400–£600 per month)

Location: Worthing town centre, within walking distance of public transport links

Holiday: 31 days' annual leave (pro rata), including bank holidays, with the option to take up to five additional unpaid days each year

About The Role

Mortimer Clarke Solicitors is looking for Customer Service Agents to join our team in Worthing. This is an opportunity to make a positive difference by supporting customers in finding solutions that help them manage their financial circumstances.

You will engage with customers over the phone, providing a professional, empathetic, and customer-focused service while helping them explore suitable repayment options and achieve positive outcomes.

What You'll Do

• Manage inbound and outbound customer calls.
• Deliver a high standard of customer service over the telephone.
• Discuss sensitive subjects with professionalism, empathy, and respect.
• Support customers with varying needs and circumstances.
• Tailoring affordable repayment plans to manage their debts, helping our customers on the road to financial recovery.
• Meet quality standards and performance objectives.
• Build positive customer relationships through active listening and effective communication.
• Help customers navigate their circumstances and work towards greater financial stability.

What We're Looking For

We welcome applications from people with a range of experiences and backgrounds. You may be a strong fit for this role if you:

• Have experience communicating with customers or service users in any environment.
• Are comfortable speaking with people by telephone and building rapport.
• Can handle sensitive conversations professionally and respectfully.
• Demonstrate strong listening, problem-solving, and communication skills.
• Are able to work in a structured and fast-paced environment.
• Can balance customer needs with quality and performance expectations.
• Enjoy helping people and finding practical solutions

What We Offer

• Hybrid working once fully trained and proficient in the role
• Comprehensive five-week training programme delivered by a dedicated Learning and Development Trainer.
• Annual salary review.
• Company-funded health and wellbeing initiatives.
• Employee Assistance Programme, including access to:
  • Remote GP appointments
  • Physiotherapy
  • Nutrition and wellbeing support
  • Lifestyle coaching
  • Legal support
  • Additional wellbeing resources
• Social events and opportunities to connect with colleagues throughout the year.

About Mortimer Clarke Solicitors

Mortimer Clarke Solicitors is a specialist litigation law firm established in 2007 and employing over 170 people in Worthing, West Sussex. We are part of the Cabot Credit Management Group, a leading European credit management services organisation, and the wider Encore Capital Group.

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 committed to creating an inclusive workplace where everyone feels respected, valued, and able to contribute. We welcome applications from all suitably qualified candidates and encourage individuals from diverse backgrounds and experiences to apply.

Pre-Employment Screening

As a regulated business, successful candidates will be required to complete a basic credit check and criminal background check, alongside verification of their right to work in the UK.

Please note that we are unable to progress applications where a CCJ, IVA, or bankruptcy is identified during the credit screening process, or where the candidate does not have the legal right to work in the UK.

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