In-Office Customer Care Advisor (Telford)

Midland Credit Management, an Encore Capital Group Company; United States; On-site; USD 32,000 - 39,000; Full time

Benefits offered by this job

31 days holiday (pro rata)

Job summary

Orbit Credit Services is seeking a Call Centre Agent in Telford to be the first point of contact for customers and guide them toward financial wellbeing. The role includes handling calls, practicing empathy, and updating several internal systems.

Training lasts three weeks with an L&D trainer, based in the Telford office, and shifts are rotational within 8am–8pm, with a 1 in 3 Saturday pattern. Starting 2 November 2026, the role offers a 37.5 or 40-hour contract and 31 days holiday pro rata,

Qualifications

• Handle inbound and outbound calls with empathy and active listening.
• Identify potentially vulnerable customers and respond appropriately.
• Maintain accurate records across internal systems.

Responsibilities

• 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.

Skills

Call center communication

Tools

CRM systems

Job description

Orbit Credit Services is seeking a Call Centre Agent in Telford to be the first point of contact for customers and guide them toward financial wellbeing. The role includes handling calls, practicing empathy, and updating several internal systems.

Training lasts three weeks with an L&D trainer, based in the Telford office, and shifts are rotational within 8am–8pm, with a 1 in 3 Saturday pattern. Starting 2 November 2026, the role offers a 37.5 or 40-hour contract and 31 days holiday pro rata,