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For Companies At a Glance
- Tasks: Support customers through financial challenges with empathy and professionalism.
- Company: Leading debt recovery agency focused on innovation and customer care.
- Benefits: Competitive salary, enhanced pension, free breakfast, and well-being support.
- Why this job: Make a real difference in people's lives while growing your career.
- Qualifications: Strong communication skills and a passion for helping others.
- Other info: Join a collaborative team culture with opportunities for advancement.
The predicted salary is between 24000 - 36000 £ per year.
About Credit Resource Solutions/Coeo UK
Credit Resource Solutions/Coeo UK is a leading debt recovery agency, renowned for providing innovative and effective solutions to businesses and individuals alike. With a focus on professionalism, transparency, and customer-centric service, we work diligently to ensure the best outcomes for our clients. We are committed to making debt recovery as seamless and efficient as possible, while maintaining high standards of ethics and compliance.
At Coeo UK, we believe in fostering a work environment where every team member has the opportunity to contribute, grow, and thrive. Our core values guide everything we do, ensuring that we not only achieve success but do so with integrity and a dedication to excellence.
Our Values
- Innovate with Integrity: We constantly seek innovative solutions, ensuring that our approach is both forward-thinking and grounded in honesty and ethical practices.
- Empowerment at Every Level: We empower our employees at every level, encouraging autonomy, personal growth, and the ability to make impactful decisions that drive success.
- Take Every Opportunity to Earn Trust: Trust is the foundation of every relationship we build, and we strive to earn it through every interaction, no matter how big or small.
- Don’t Wait for Success - Build It: Success isn’t something that happens by chance. At Coeo UK, we are proactive, determined, and focused on building the future we want to see.
About the Role
As a Contact Centre Agent, you will play a vital role in supporting customers through sensitive financial situations by managing payment plans, handling disputes and providing tailored assistance to vulnerable customers. You’ll be the ear that listens to our customers’ financial struggles, and the voice that guides them through. The role is responsible for delivering empathetic, professional, compliant customer service while upholding regulatory standards and company policies. It’s hard work, with a real focus on listening skills, ensuring we achieve fair outcomes that protect the customers’ wellbeing, strengthen trust and contribute to the organisation’s overall success.
Main duties and responsibilities:
- Handling high-volume inbound calls in a professional, empathetic and compliant manner.
- Assessing customer circumstances and setting up affordable, sustainable payment plans.
- Identifying and supporting vulnerable customers, applying appropriate measures in line with company policies and regulatory requirements.
- Recording accurate notes and updating customer accounts on the system following every interaction.
- Escalating complex cases, safeguarding concerns, or unresolved disputes to the appropriate teams.
- Meeting individual and team performance targets, including quality, compliance and productivity measures.
- Contributing to a positive team environment through collaboration and professional communication.
Ideal candidate requirements:
- Previous experience in a contact centre, customer service, collections or financial services role (preferred, but not essential).
- Excellent communication and listening skills with the ability to show empathy and build trust.
- Resilient and professional when handling challenging conversations.
- Ability to work within a fast-paced, target-driven environment, whilst maintaining high quality standards of compliance and customer care.
- Good organisational skills with strong attention to detail when updating systems and records.
- Strong customer focus, with the understanding of vulnerability indicators and a commitment to supporting customers in sensitive situations.
- Confident using IT systems and learning new software quickly.
- Able to embrace 'in the moment' coaching to develop your skills and knowledge.
What We Offer:
- Opportunities to advance within a growing and reputable organisation.
- Enhanced employers pension contributions.
- Enhanced maternity & paternity leaves.
- A paid day off for your birthday.
- Free hot drinks machine.
- Free breakfast on a Monday & Friday.
- Well-being access & support.
- Employee perks package, via 'Perk Box'.
- Onsite well-being coaching sessions.
- Free onsite parking.
- Bonus scheme.
- A collaborative team culture within a fast-growing, data-driven organisation.
Contact Centre Agent in Halifax employer: coeo | UK
Contact Detail:
coeo | UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Agent in Halifax
✨Tip Number 1
Get to know the company inside out! Research Credit Resource Solutions/Coeo UK and understand their values and mission. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your listening skills! As a Contact Centre Agent, you'll need to be empathetic and attentive. Role-play with a friend or family member to simulate customer interactions and get comfortable handling sensitive conversations.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider tips and might even lead to a referral, which can boost your chances of landing the job.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and serious about joining the Coeo UK team.
We think you need these skills to ace Contact Centre Agent in Halifax
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Contact Centre Agent role. Highlight your relevant experience and skills that align with our values, like empathy and professionalism. We want to see how you can contribute to our mission!
Showcase Your Listening Skills: Since this role is all about supporting customers through tough financial situations, emphasise your listening abilities. Share examples of how you've successfully handled sensitive conversations in the past. We love to see real-life experiences!
Be Authentic: Let your personality shine through in your application. We value integrity and authenticity, so don’t be afraid to show us who you are. A genuine approach can really set you apart from other candidates!
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, it shows your enthusiasm for joining our team at Coeo UK!
How to prepare for a job interview at coeo | UK
✨Know the Company Inside Out
Before your interview, take some time to research Credit Resource Solutions/Coeo UK. Understand their values, mission, and the services they provide. This will not only help you answer questions more effectively but also show that you're genuinely interested in being part of their team.
✨Showcase Your Empathy Skills
As a Contact Centre Agent, empathy is key. Prepare examples from your past experiences where you've successfully handled sensitive situations or supported vulnerable customers. This will demonstrate your ability to connect with clients and handle challenging conversations with care.
✨Practice Active Listening
During the interview, practice active listening. Make sure to fully understand the questions being asked before responding. This will not only help you provide better answers but also reflect the listening skills that are crucial for the role.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities and how you would handle specific customer situations. Think through potential scenarios related to payment plans or disputes, and be ready to discuss your thought process and actions.