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- Tasks: Engage with customers to negotiate repayments and provide support during challenging times.
- Company: Ascent is a leading legal and financial services firm focused on debt recovery.
- Benefits: Enjoy 22 days holiday, flexible pension, health membership, and discounted shopping.
- Why this job: Join a team that values customer experience and offers meaningful support to those in need.
- Qualifications: Strong communication skills, computer literacy, and empathy for customers facing financial issues.
- Other info: In-person recruitment event on 27th June; start date is 4th August 2025.
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 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 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 research Ascent and their values before the recruitment event. Understanding their commitment to customer experience and support will help you align your answers and demonstrate that you're a good fit for their team.
✨Tip Number 2
Practice your communication skills ahead of time. Since the role requires excellent interpersonal skills, consider role-playing common call scenarios with a friend to build your confidence in articulating solutions effectively.
✨Tip Number 3
Prepare questions to ask during the event. This shows your interest in the role and helps you gather insights about the company culture and expectations, which can be beneficial for your decision-making process.
✨Tip Number 4
Dress professionally and arrive early to the recruitment event. First impressions matter, and being punctual demonstrates your enthusiasm and respect for the opportunity to join Ascent.
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 their customer-centric approach and the importance of empathy in handling financial issues.
Tailor Your CV: Highlight your communication skills and any relevant experience in customer service or debt recovery. Use specific examples that demonstrate your ability to handle sensitive situations and negotiate effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your interpersonal skills and your understanding of the role. Mention why you are passionate about helping customers during challenging times and how you can contribute to Ascent's mission.
Prepare for the Assessment Centre: Since there is an in-person recruitment event, prepare for potential activities and questions. Think about scenarios where you've successfully resolved customer issues and be ready to discuss them. Show your enthusiasm for the role and the company.
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 essential. Brush up on relevant regulations like MCOB and CONC before the interview. This knowledge will not only impress your 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 skills and customer interaction abilities. Approach these scenarios with confidence, and remember to listen actively and respond appropriately to the 'customer's' needs.
