Call Center Representative

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.

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.

• 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.