Customer Service Agent

Encore Capital Group; Worthing; Hybrid; GBP 26,000 - 31,000; Full time

Job summary

A leading legal services provider seeks a Customer Service Agent in Worthing to manage inbound and outbound calls, ensuring exceptional customer service and financial support for clients. With a salary starting from £26,421, this role offers hybrid working and a supportive training environment, tailored for career growth.

Benefits

Hybrid working

31 days holiday

Performance-related quarterly bonus

5 weeks of dedicated training

Health & Wellbeing Initiatives

Qualifications

• Comfortable handling inbound and outbound calls.
• Ability to support vulnerable customers with care.
• Experience in a fast-paced environment.

Responsibilities

• Handle inbound and outbound calls while providing exceptional customer service.
• Tailor repayment plans to assist in financial recovery for customers.
• Meet call KPIs and quality standards.

Skills

Empathy

Listening

Communication

Job description

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 adedicated L&D Trainersupporting you.
• Fun Times: Summer and Christmas Parties. (and more)
• Mandatory annual salary review.
• Company funded Health & Wellbeing Initiatives.
• Location: Worthing – BN11 1QP.

MCS are on the lookout for Call Centre Agents to join our teamstarting on the 18th of August.

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.

We are looking to speak with individuals who are comfortable working in a professional, busy environment and who are equally at ease handlinginbound and outbound callsfrom ourcustomerswhen they want to talk to us. With a real focus onlistening, you will ensure we achieve theright outcomefor our customers whilst working towardsKPI’s and quality standards.

What you’ll be doing:

• 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: https://youtu.be/fM3-_4cqZdA?si=JtQgVJNc2KGROvZf

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 arepart 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 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.

CCAWOR