At a Glance
- Tasks: Engage with customers to negotiate repayments and provide support during challenging times.
- Company: Ascent, part of the Irwin Mitchell Group, excels in legal and financial services.
- Benefits: Enjoy 22 days holiday, flexible pension, health membership, and paid volunteering days.
- Why this job: Join a team that prioritises customer care and offers a supportive work culture.
- Qualifications: Strong communication skills, computer literacy, and empathy towards customers' financial situations.
- Other info: Attend our recruitment event on 27th June for a hands-on experience.
The predicted salary is between 24000 - 36000 £ per year.
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 teamCustomer 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
- 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.
- 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 employer: Ascent Performance Group Ltd
Contact Detail:
Ascent Performance Group Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Center Representative
✨Tip Number 1
Make sure to attend the in-person recruitment event on 27th June. This is a fantastic opportunity to meet the team, understand the role better, and showcase your enthusiasm for the position.
✨Tip Number 2
During the assessment centre, actively participate in all activities. This will not only help you get a feel for the job but also demonstrate your willingness to engage and learn, which is crucial for a Call Center Representative.
✨Tip Number 3
Prepare to discuss your interpersonal skills and experiences in customer service. Think of specific examples where you've successfully built rapport with customers or handled difficult situations, as these are key traits they are looking for.
✨Tip Number 4
Familiarise yourself with relevant legislation related to debt recovery, such as MCOB and CONC. Showing that you have done your homework on these topics can set you apart from other candidates.
We think you need these skills to ace Call Center Representative
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Call Center Representative at Ascent. Familiarise yourself with the job description and think about how your skills align with their requirements.
Tailor Your CV: Customise your CV to highlight relevant experience and skills that match the job description. Emphasise your communication skills, empathy, and any previous customer service roles you've held.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the challenges faced by customers in debt. Use specific examples from your past experiences to demonstrate your suitability for the role.
Prepare for the Assessment Centre: Since this is an in-person recruitment event, prepare for potential activities and assessments. Think about how you can demonstrate your interpersonal skills and ability to work in a team during these exercises.
How to prepare for a job interview at Ascent Performance Group Ltd
✨Showcase Your Communication Skills
As a Call Center Representative, excellent communication is key. During the interview, demonstrate your ability to articulate clearly and effectively, both verbally and in writing. Practice common scenarios you might encounter on the job to show how you would handle them.
✨Demonstrate Empathy and Understanding
Given the nature of the role, it's crucial to show that you can empathise with customers facing financial difficulties. Prepare examples from your past experiences where you've successfully navigated sensitive conversations, highlighting your ability to connect with others.
✨Familiarise Yourself with Relevant Legislation
Understanding the legal framework surrounding debt recovery is important for this role. Brush up on relevant regulations like MCOB and CONC before the interview. This knowledge will not only impress the interviewers but also show your commitment to compliance and ethical practices.
✨Prepare for Role-Play Scenarios
Expect to participate in role-play activities during the assessment centre. These exercises are designed to evaluate your problem-solving and negotiation skills. Practise responding to various customer scenarios, focusing on how to negotiate settlements while maintaining a compassionate approach.