Job Description
Ascent is excited to announce an in-person recruitment event and assessment centre at our office in Manchester City Centre on Friday 27th June. Come get an inside look at the role, participate in activities that allow you to get a feel for what a typical day looks like as a call centre agent at Ascent, and get insights about the role from our team. We want you to be sure that this is the right fit for you.
Please note that only shortlisted candidates will be contacted with an invite.
At Ascent we place the customer at the heart of our operations, ensuring that within our customers most vulnerable times, we offer the support they deserve. You will play a huge part in the ongoing success of Ascent by liaising with clients, customers and colleagues to assist in the efficient and effective recovery of contracted repayments.
As part of the Irwin Mitchell Group, specializing in debt recovery, we are a leading legal and financial services firm. We work with major financial service providers to assist individuals in navigating challenging times.
Be Part of our team
Customer Experience is at the heart of everything that we do. As a customer support consultant, you will assess individual personal and financial circumstances and make decisions within your remit to offer the most appropriate solution to customers, having excellent interpersonal skills and being able to build a rapport with each customer.
What can you expect of us?
Competitive benefits package including:
- 22 days holiday (You can ‘buy’ up to 5 days of extra holiday)
- A generous and flexible pension scheme
- Westfield Health membership, offering refunds on medical services alongside our Aviva Digital GP services
- Volunteering days – Two days of volunteering every year for a cause of your choice (fully paid)
- Discounted online shopping
- Discounted gym memberships
- Season ticket loans
What will your day look like?
- Make inbound and outbound calls, contacting customers with overdue accounts to negotiate settlements on outstanding payments
- Respond to queries arising from customers in debt primarily via telephone but also including written communication as required, being able to adapt communication based on customer need as required.
- Complete standard financial statement assessments to determine appropriate instalment arrangements with individual debtors, some of which may be legally enforceable
- Use a variety of systems concurrently, both internal and client, to apply key updates to customers’ accounts in an accurate and timely manner, including setting of any instalment plans agreed, supporting the company or clients to make decisions about the customer’s account, including progression of legal action, based on these updates
- Keep abreast of all legislation relating to regulated and non-regulated arrears collection (e.g. MCOB, CONC, PRIN, Consumer Duty. Ensure monthly learning modules are completed as released with deadline set to ensure compliance with legal and regulatory requirements, as well as internal policies and procedures.
A few things about our ideal candidate:
- Excellent communication skills – ability to articulate effectively on the phone and in writing with clients, customers, internal teams and third parties
- Computer literate
- Excellent people skills, ability to adapt to different teams and demonstrating great teamwork
- Demonstrate good questioning and probing skills to allow for effective negotiation
- Ability to be polite and compassionate
- Must be comfortable speaking to customers about financial issues with varying scenarios
- Empathetic and able to understand and explain what a good customer outcome is, demonstrating ability to identify vulnerable customers and acting accordingly
- Key attention to detail
- Prepared to take on feedback in a professional manner and apply full effort in developing key areas of improvement
- Work with integrity, ability to work without supervision and make decisions using own initiative
As part of the Ascent on-boarding process all successful applicants are required to complete the group’s employment screening process. This process helps to ensure that all new employees meet our standards in relation to honesty and integrity therefore protecting the interests of the Group, existing employees, clients, partners and other stakeholders
Start date for this role is the 4th of August, 2025
Call Center Representative in Manchester employer: Ascent Performance Group Ltd
Ascent Performance Group is an excellent employer that values organisation and efficiency, providing a supportive work environment for its Litigation Administrative Assistants. With a strong focus on employee growth and development, the company offers opportunities for professional advancement while fostering a collaborative culture that prioritises client service and operational excellence. Located in a vibrant area, employees enjoy a dynamic workplace that encourages teamwork and innovation.
Contact Details:
Ascent Performance Group Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Call Center Representative in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ascent Performance Group Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Ascent Performance Group Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Ascent Performance Group Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Ascent Performance Group Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Ascent Performance Group Ltd!
How to prepare for a job interview at Ascent Performance Group Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
