At a Glance
- Tasks: Handle inbound calls regarding outstanding debts with professionalism and empathy.
- Company: Join a supportive team in a fast-paced enforcement contact centre.
- Benefits: Receive full training, ongoing coaching, and clear progression opportunities.
- Other info: Enjoy a structured induction and a workplace pension.
- Why this job: Make a real difference by helping people navigate financial difficulties.
- Qualifications: Experience in customer service and strong communication skills required.
The predicted salary is between 24784 - 24784 £ per year.
Department: Customer Contact / Enforcement Operations
Reporting to: Contact Centre Team Leader / Operations Manager
Location: Office-based (full-time: Monday–Friday)
Hours: 37.5 hours per week
Salary: £24,784.50 per annum
About the Role
Our client is looking for a professional, resilient, and empathetic Inbound Call Handler to join their enforcement contact centre. You will be the first point of contact for members of the public calling in relation to outstanding debts referred to us by local authorities and other public sector clients — including council tax arrears, business rates, parking penalties, housing benefit overpayments, and sundry debt.
This is a busy, fast-paced role that requires you to handle sensitive conversations with confidence, professionalism, and compassion, while working within strict legislative and regulatory frameworks.
Key Responsibilities
- Answer a high volume of inbound calls from debtors, their representatives, and third parties in a professional and courteous manner
- Accurately assess each caller’s circumstances and identify the most appropriate resolution pathway, including payment arrangements, queries, disputes, and vulnerability referrals
- Negotiate payment of outstanding balances or agree affordable, sustainable payment plans in line with company policy and enforcement legislation
- Identify vulnerable callers and apply appropriate protocols, signposting to relevant support services where required
- Record all call activity accurately and promptly on the case management system, ensuring compliance with data protection regulations (GDPR)
- Liaise with enforcement agents in the field to relay instructions or gather information on live cases
- Handle complaints at first point of contact where possible, escalating where appropriate
- Process card payments securely over the telephone
- Adhere to all regulatory requirements including the Taking Control of Goods Regulations 2013, the National Standards for Enforcement Agents, and any relevant client-specific protocols
- Meet individual and team KPIs including call quality, resolution rate, and compliance standards
Requirements
- Previous experience in a customer-facing or call-handling role, ideally within enforcement, debt recovery, local government, or financial services
- Strong verbal communication skills with the ability to adapt tone and approach to a wide range of callers
- Ability to remain calm, professional, and empathetic when handling difficult or emotionally charged conversations
- Good negotiation skills with the ability to reach mutually acceptable outcomes
- Accurate data entry and attention to detail
- Proficiency with IT systems and case management software
- Ability to work effectively under pressure and manage a demanding workload
- An understanding of vulnerability and the importance of treating people in financial difficulty with dignity and respect
Benefits
- Full training on enforcement legislation, systems, and processes
- A structured induction programme and ongoing coaching and development
- A supportive team environment with clear progression opportunities
- Workplace pension
Enforcement Inbound Call Handler employer: Business Smart Solutions
Join a dynamic and supportive team as an Enforcement Inbound Call Handler, where your role is crucial in assisting the public with sensitive financial matters. Our company offers comprehensive training, a structured induction programme, and clear pathways for career progression, all within a professional office-based environment that values empathy and resilience. With a commitment to employee development and a workplace culture that prioritises teamwork and respect, this is an excellent opportunity for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Enforcement Inbound Call Handler
✨Tip Number 1
Get to know the company before your interview! Research their values, mission, and recent news. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your call handling skills! Since this role is all about managing sensitive conversations, try role-playing with a friend or family member. Focus on staying calm and professional, even when the topic gets tough.
✨Tip Number 3
Prepare some questions to ask at the end of your interview. This shows you're engaged and keen to learn more about the role and the team. Think about what you want to know regarding their approach to customer care and support.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Enforcement Inbound Call Handler
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in customer-facing roles, especially if you've worked in enforcement or debt recovery. We want to see how your skills match the job description!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the Inbound Call Handler role. Share specific examples of how you've handled sensitive conversations with empathy and professionalism.
Showcase Your Communication Skills:Since this role involves a lot of phone work, make sure to emphasise your strong verbal communication skills. We love candidates who can adapt their tone and approach to suit different callers!
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can't wait to hear from you!
How to prepare for a job interview at Business Smart Solutions
✨Know Your Stuff
Before the interview, make sure you understand the role of an Enforcement Inbound Call Handler. Familiarise yourself with common debt types and the relevant legislation. This will help you answer questions confidently and show that you're serious about the position.
✨Practice Empathy
Since you'll be dealing with sensitive situations, practice how to communicate with empathy. Role-play with a friend or family member to handle difficult conversations. This will prepare you for the emotional aspects of the job and demonstrate your ability to connect with callers.
✨Showcase Your Skills
Highlight your customer service experience and negotiation skills during the interview. Be ready to share specific examples of how you've successfully resolved conflicts or handled challenging calls in the past. This will illustrate your capability to meet the demands of the role.
✨Ask Smart Questions
Prepare thoughtful questions to ask the interviewer about the team dynamics, training processes, and performance metrics. This shows your interest in the role and helps you gauge if the company culture aligns with your values.
