At a Glance
- Tasks: Manage customer accounts and resolve outstanding debts with empathy and professionalism.
- Company: Join Bill Gosling Outsourcing, a global leader in making lives better through customer care.
- Benefits: Enjoy competitive pay, birthday holiday, career growth, and a vibrant workplace culture.
- Other info: Hybrid work model with a modern office in Glasgow and a fun team atmosphere.
- Why this job: Make a real difference while developing your skills in a supportive environment.
- Qualifications: Customer service experience and strong communication skills are a plus.
The predicted salary is between 12.75 - 12.75 £ per hour.
Join a Team That's Passionate About Making Lives Better! At Bill Gosling Outsourcing, we believe that success starts with an amazing team. We are a global leader in outsourcing solutions, focusing on making lives better, one connection at a time. We provide tailored solutions to businesses around the globe, specializing in customer care, sales, and financial services.
As a Collections Agent, you will be responsible for managing customer accounts with outstanding balances and working with customers to resolve overdue or outstanding debts. You will provide a high standard of customer service while using effective communication, negotiation, and problem-solving skills to understand each customer's circumstances and identify appropriate solutions.
What You'll Do:
- Make and receive inbound and outbound calls and communicate with customers through various channels regarding outstanding accounts.
- Contact customers regarding overdue balances, missed payments, and outstanding debts, while maintaining a professional and empathetic approach.
- Provide excellent customer service while working toward the resolution and collection of outstanding accounts.
- Understand the customer's circumstances and identify appropriate solutions to help resolve their account.
- Negotiate payment arrangements and repayment plans in line with applicable policies and procedures.
- Support vulnerable customers, recognizing their individual circumstances and tailoring the customer journey where appropriate.
- Review account information thoroughly and use available tools and resources to determine the most appropriate course of action.
- Respond to customer inquiries, concerns, and requests while balancing customer needs with the requirements of the collections process.
- Follow up on outstanding accounts and agreed payment arrangements to support timely resolution.
- Accurately document all customer interactions, account updates, commitments, and payment arrangements within the relevant systems.
- Maintain a high level of compliance, confidentiality, and attention to detail when handling customer and financial information.
- Understand our clients' products, services, and account processes to provide accurate information and appropriate solutions.
- Collaborate with colleagues and other teams to resolve customer queries and improve the overall collections and customer experience.
- Meet relevant quality, productivity, and collections performance expectations.
- Perform other duties as assigned.
Additional Details
- Work Model: Hybrid (combination of in-office and remote work)
- Hours: Monday - Friday 8:30am - 5:30pm (37.5 hour & 40 hour contracts available)
- Pay Rate: £12.75 per hour/ £26,520 per annum, based on a 40-hour work week
- Office Location: 310 St Vincent Street, Dalmore House, Glasgow, G2 5RU
What Are We Looking For?
- Previous collections, debt recovery, credit control, or customer service experience is highly desirable.
- Experience handling outstanding balances, arrears, payment issues, or payment arrangements is an advantage.
- Strong verbal and written communication skills, with the ability to communicate confidently and professionally with customers.
- Negotiation and influencing skills, with the ability to have sensitive conversations about outstanding payments.
- Empathetic and compassionate approach, particularly when supporting vulnerable customers or customers experiencing financial difficulties.
- Strong problem-solving and decision-making skills, with the ability to identify appropriate solutions for customers.
- Excellent attention to detail and organizational skills when reviewing account information and maintaining accurate records.
- Ability to remain professional and resilient when handling challenging or sensitive customer conversations.
- Ability to work independently, manage time effectively, and prioritize workload in a fast-paced environment.
- Computer literate and proficient in Microsoft Office/Google Suite, including Excel and Word.
What Do We Offer?
- We offer more than just a role - we provide a supportive environment where your growth, wellbeing, and success matter.
- Birthday holiday to celebrate your special day.
- Clear career path programmes to support your professional development.
- Referral bonuses for helping us grow our team.
- A comprehensive wellbeing programme.
- A brand-new office with access to local discounts.
Why Join Us?
- Growth Opportunities: We believe in promoting from within and providing opportunities for career advancement.
- Comprehensive Training: We offer extensive paid training to ensure you're equipped for success.
- Team-Oriented Culture: Work in a collaborative, supportive environment with peers who are passionate about what they do.
- Diversity & Inclusion: We celebrate the unique perspectives and contributions of all our employees.
- Fun Workplace: Join a vibrant team that knows how to have fun!
- State-of-the-Art Offices: Work in our modern, well-equipped offices designed to enhance collaboration and productivity.
- Rewarding Work: Help businesses grow while making a real difference in people's lives!
At Bill Gosling Outsourcing, we believe that diversity makes us stronger. We welcome applicants from all backgrounds and are committed to creating an inclusive and supportive workplace where everyone can thrive.
Customer Service Representatives (Collections) in Glasgow employer: Bill Gosling Outsourcing
At Bill Gosling Outsourcing, we pride ourselves on being an exceptional employer that prioritises employee growth and wellbeing. Our vibrant work culture fosters collaboration and inclusivity, while our state-of-the-art Glasgow office provides a modern environment for you to thrive. With clear career paths, comprehensive training, and a fun workplace atmosphere, we are dedicated to making your career journey both meaningful and rewarding.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Representatives (Collections) in Glasgow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Bill Gosling Outsourcing. 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 Bill Gosling Outsourcing 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!
We think you need these skills to ace Customer Service Representatives (Collections) in Glasgow
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 Bill Gosling Outsourcing:Your cover letter is your chance to shine! Tell us why you want to work at Bill Gosling Outsourcing 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 Bill Gosling Outsourcing!
How to prepare for a job interview at Bill Gosling Outsourcing
✨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.
