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- Tasks: Manage customer contact via phone, email, and live chat to resolve financial issues.
- Company: Join a values-led organisation in the growing financial services sector.
- Benefits: Earn a competitive salary with uncapped commission and hybrid working options.
- Why this job: Make a real difference by helping customers navigate their financial challenges.
- Qualifications: 1 year of call centre or customer service experience required.
- Other info: Enjoy ongoing training and clear career progression in a supportive team.
The predicted salary is between 26000 - 26000 £ per year.
Location: Stone, Staffordshire (Hybrid working available after probation)
Salary: £26,000 basic + uncapped commission
Hours: Full time | 37.5 hours a week, across a rotating shift pattern: 08:00-16:30/ 09:30-18:00/ 12:00-20:00 Saturday: 08:00-14:00 (rota-based)
Contract: Permanent
The Role
We are recruiting multiple Contact Centre Agents on behalf of a growing, values-led organisation within the enforcement and regulated financial services sector. Due to recent contract wins and ongoing business growth, this is an excellent opportunity to join a stable employer offering long-term career prospects.
This role involves managing inbound and outbound customer contact via telephone, email, and live chat, supporting individuals to resolve outstanding balances through ethical, compliant, and affordable payment arrangements. Calls can be emotionally challenging at times, so resilience, empathy, and professionalism are essential.
You will be part of a supportive, close-knit contact centre team based at the organisation's Stone head office, working collaboratively to deliver positive customer outcomes while meeting performance targets.
You will receive a comprehensive induction programme covering systems, compliance requirements, and industry knowledge. Ongoing coaching and development are provided, with clear opportunities for progression as the business continues to grow. This role would suit someone looking to build a long-term career within financial services or enforcement operations.
Key Responsibilities
- Handle inbound and outbound customer contact across phone, email, and live chat
- Engage confidently with customers, including those in difficult or sensitive financial situations
- Agree realistic and sustainable payment plans in line with policies and client instructions
- Accurately manage case notes, records, and CRM systems
- Work to strict compliance, audit, and regulatory standards
- Contribute to team performance through collaboration and best-practice sharing
Skills & Experience
Essential:
- At least 1 year's experience within a call centre, customer service, or regulated collections environment
- Confident objection handling and negotiation skills
- Strong IT and organisational skills, with the ability to manage detailed case notes
- Excellent written and verbal communication
- High resilience and the ability to manage challenging and sometimes abusive conversations professionally
This role is subject to BPSS checks, including DBS, credit checks, right-to-work verification, and employment references for the past three years. Passing these checks is a mandatory requirement.
Desirable:
- Experience in enforcement, regulated financial collections, or similar compliance-driven environments
Key Attributes:
- Personable, positive, and team-focused
- Ethical and customer-centric approach to collections
- Compassionate, assertive, and reliable
- Target-driven with strong attention to detail
- Alignment with a strong family-values-led culture
Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.
Contact Centre Agent employer: Blue Arrow - Derby
Contact Detail:
Blue Arrow - Derby Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Agent
✨Tip Number 1
Get to know the company before your interview! Research their values and mission, especially since they’re a values-led organisation. This will help you connect your own experiences to what they stand for.
✨Tip Number 2
Practice your communication skills! Since you'll be handling sensitive conversations, role-play with a friend or family member to get comfortable with objection handling and negotiation. It’ll make you feel more confident during the real deal.
✨Tip Number 3
Show off your resilience! Be ready to share examples of how you've managed challenging situations in the past. Employers love to see that you can keep your cool under pressure, especially in a contact centre environment.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities, and applying directly can sometimes give you an edge. Plus, it shows you’re genuinely interested in being part of our team!
We think you need these skills to ace Contact Centre Agent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your call centre experience and any relevant customer service roles to show us you’re the right fit for the Contact Centre Agent position.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you want to join our team and how your values align with ours. Share specific examples of how you've handled challenging customer interactions in the past.
Showcase Your Communication Skills: Since this role involves a lot of customer interaction, make sure your written application is clear and professional. Pay attention to grammar and spelling, as this reflects your attention to detail and communication skills.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, you’ll find all the info you need about the application process there!
How to prepare for a job interview at Blue Arrow - Derby
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Contact Centre Agent. Familiarise yourself with handling inbound and outbound customer contact, as well as the importance of compliance and ethical practices in financial services.
✨Showcase Your Resilience
Given that calls can be emotionally challenging, prepare examples from your past experiences where you've successfully managed difficult conversations. Highlight your ability to remain professional and empathetic, even in tough situations.
✨Brush Up on Communication Skills
Since excellent written and verbal communication is key for this role, practice articulating your thoughts clearly. You might want to do mock interviews with friends or family to refine your objection handling and negotiation skills.
✨Align with Company Values
Research the organisation's values and culture. Be ready to discuss how your personal values align with theirs, especially regarding ethical collections and customer-centric approaches. This will show that you're not just looking for any job, but that you genuinely want to be part of their team.