Customer Service Agent

Join to apply for the Customer Service Agent role at Midland Credit Management, an Encore Capital Group Company

We are looking for individuals who are comfortable working in a professional, busy environment and who can handle inbound and outbound calls from customers with a focus on listening to achieve the right outcome while working towards KPI 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.

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, 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 a 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 more.

What We Look For

• Comfortable working in a professional, busy environment and handling inbound and outbound calls from customers.
• Focus on listening to achieve the right outcome for customers while meeting KPI and quality standards.
• Willingness to engage with customers to explore circumstances and provide solutions with empathy.
• Willingness to undergo required checks and ensure right to work in the UK.

Requirements & Compliance

• At MCS we’re regulated by our clients – 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.

Note: See what your future colleagues say and explore location-specific opportunities as listed in the posting.