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- Tasks: Join our BFI Team as a Call Centre Agent, handling calls and supporting customers on their financial journey.
- Company: Wescot Credit Services is a leading debt recovery firm, part of the Great Place to Work-Certified Encore Capital Group.
- Benefits: Enjoy 31 days holiday, discounts at high-street shops, and fun team incentives like pizza days and seasonal parties.
- Why this job: Make a real impact by helping customers achieve financial health in a supportive and inclusive environment.
- Qualifications: No specific experience required, just a passion for customer service and a willingness to learn.
- Other info: Hybrid working options available after training, with a focus on community support and diversity.
The predicted salary is between 20316 - 26775 £ per year.
Wescot Credit Services is looking for Call Centre Agents to join our BFI Team starting 30th June 2025. We seek team players who share our enthusiasm, work ethic, and commitment to providing 5-star customer service.
As a Call Centre Agent at Wescot, you will:
- Handle inbound and outbound calls, identify patterns, and recognize potentially vulnerable customers.
- Use active listening and questioning techniques to support customers on their journey to financial health.
- Show empathy and resilience, comfortably discuss difficult topics, and deliver challenging news with care.
You will start with a 4-week training program to learn about vulnerability, support needs, signposting, regulation, our systems, and effective questioning techniques to achieve the right outcomes for customers and the business. This training will be held at our Hull office, Monday – Friday: 8.30am – 4.30pm.
After training, you will transition to our weekly shift patterns, with options for a 35, 37.5, or 40-hour contract. Our operating hours are Monday – Friday, 8am – 8pm, and Saturdays, 8am – 4pm. You will work on a rotational shift pattern within these hours and work 1 in 3 Saturdays, with a day off during the week before your Saturday shift.
Your package includes:
- Salary from £25,396 (based on 40 hours/week), increasing with experience.
- 31 days holiday (pro-rata), including bank holidays.
- Discounts and cashback at many high-street shops.
- Fun incentives like seasonal parties, team breakfasts, pizza days, and games.
- Hybrid working – once fully trained, you can blend office and home working for better work-life balance.
We actively support our local community through initiatives with primary schools about money and debt education. If you're interested in joining us to help achieve our 2025 mission and beyond, please apply and start your next chapter!
Note: All candidates must pass a basic credit and criminal background check. We cannot proceed with candidates who have a CCJ, IVA, or Bankruptcy on their credit file or lack full right to work in the UK.
Call Centre Agent employer: Midland Credit Management
Contact Detail:
Midland Credit Management Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Centre Agent
✨Tip Number 1
Familiarise yourself with the principles of customer service, especially in a call centre environment. Understanding how to handle difficult conversations and showing empathy will be crucial in your role as a Call Centre Agent.
✨Tip Number 2
Practice active listening skills. This means not just hearing what the customer says, but also understanding their needs and emotions. Role-playing scenarios with friends or family can help you refine this skill before your interview.
✨Tip Number 3
Research Wescot Credit Services and their mission. Knowing about their community initiatives and commitment to diversity and inclusion will show your genuine interest in the company and align with their values during your discussions.
✨Tip Number 4
Be prepared to discuss your availability and flexibility regarding shift patterns. Since the role involves rotational shifts and working some Saturdays, demonstrating your willingness to adapt will make you a more attractive candidate.
We think you need these skills to ace Call Centre Agent
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Call Centre Agent at Wescot Credit Services. Familiarise yourself with the skills required, such as active listening, empathy, and resilience, which are crucial for this position.
Tailor Your CV: Customise your CV to highlight relevant experience and skills that align with the job description. Emphasise any previous customer service roles or experiences where you've demonstrated empathy and effective communication.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the role and the company. Mention specific reasons why you want to work at Wescot and how your values align with their commitment to providing 5-star customer service.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are important in a customer-facing role.
How to prepare for a job interview at Midland Credit Management
✨Research the Company
Before your interview, take some time to learn about Wescot Credit Services and its mission. Understanding their values, especially around customer service and community support, will help you align your answers with what they are looking for.
✨Demonstrate Empathy
As a Call Centre Agent, you'll need to show empathy when dealing with customers. Prepare examples from your past experiences where you've successfully handled difficult conversations or supported someone in a challenging situation.
✨Practice Active Listening
Active listening is crucial in this role. During the interview, make sure to listen carefully to the questions asked and respond thoughtfully. You can also demonstrate this skill by summarising what the interviewer has said before answering.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle vulnerable customers. Think of specific situations where you had to use effective questioning techniques or manage sensitive topics, and be ready to discuss them.
