At a Glance
- Tasks: Handle inbound calls, assess situations, and negotiate payment plans with empathy.
- Company: Join a supportive team in a fast-paced enforcement contact centre.
- Benefits: Full training, ongoing coaching, and clear progression opportunities.
- Other info: Work in a dynamic environment with a focus on professional growth.
- Why this job: Make a real difference by helping people navigate financial difficulties.
- Qualifications: Customer service experience 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
We are looking for a professional, resilient, and empathetic Inbound Call Handler to join our 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
Inbound Call Handler employer: Business Smart Solutions
Join our dynamic team as an Inbound Call Handler, where you will be part of a supportive work culture that prioritises professional growth and development. With comprehensive training on enforcement legislation and a clear pathway for career progression, we offer a fulfilling environment for those looking to make a meaningful impact while working in a fast-paced office setting. Enjoy the benefits of a workplace pension and a collaborative team atmosphere, all while helping individuals navigate their financial challenges with empathy and respect.
StudySmarter Expert Advice🤫
We think this is how you could land Inbound Call Handler
✨Tip Number 1
First things first, practice your phone skills! Since you'll be handling sensitive calls, role-play with a friend or family member to get comfortable with different scenarios. This will help you stay calm and professional when the real calls come in.
✨Tip Number 2
Know the company inside out! Research our values and the services we offer. When you understand what we do, you can tailor your responses during the interview to show how you fit into our team and culture.
✨Tip Number 3
Be ready to showcase your empathy and negotiation skills. Think of examples from your past experiences where you’ve successfully handled difficult conversations. This will demonstrate your ability to connect with callers and find solutions.
✨Tip Number 4
Finally, don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team!
We think you need these skills to ace Inbound Call Handler
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Inbound Call Handler role. Highlight your customer service experience and any relevant skills that match the job description, like handling sensitive conversations or negotiating payment plans.
Showcase Your Communication Skills:Since this role involves a lot of talking, let your communication skills shine through in your application. Use clear and concise language, and don’t forget to mention any experience you have in dealing with difficult conversations or vulnerable callers.
Be Professional and Empathetic:We’re looking for someone who can handle tough situations with professionalism and empathy. Share examples in your application where you've demonstrated these qualities, especially in customer-facing roles.
Apply Through Our Website:To make sure your application gets to us directly, apply through our website. It’s the best way to ensure we see your application and can consider you for the role!
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 Inbound Call Handler. Familiarise yourself with common debt-related issues and the types of calls you might receive. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Practice Empathy
Since you'll be dealing with sensitive situations, practice how to communicate with empathy and professionalism. Role-play with a friend or family member to simulate difficult conversations. This will prepare you for handling emotionally charged calls during the interview.
✨Showcase Your Skills
Highlight your previous experience in customer-facing roles, especially if you've worked in enforcement or debt recovery. Be ready to share specific examples of how you've successfully managed challenging calls or negotiated payment plans in the past.
✨Ask Smart Questions
At the end of the interview, don’t forget to ask insightful questions about the team dynamics, training processes, and what success looks like in this role. This shows your enthusiasm and helps you gauge if the company is the right fit for you.
