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- Tasks: Provide 5-star customer service and support vulnerable customers through financial challenges.
- Company: Join Wescot Credit Services, a supportive and inclusive contact centre.
- Benefits: Enjoy 31 days holiday, discounts, private healthcare, and monthly incentives.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Empathy, resilience, and a passion for helping others are key.
- Other info: Hybrid working options available after training for better work-life balance.
The predicted salary is between 25396 - 26856 £ per year.
Call Centre Agent, Glasgow G2 7HF, a short walk from Glasgow Central Station – Starting 16th February!
- Salary: Starting from £25,396.80 and progressing to £26,856.80 (based on experience and a 40 hrs contract)
- Bonus: Fantastic monthly bonus where you could earn around an extra £2000 per year.
- Shifts: We are open Monday to Friday 8am – 8pm and Saturdays 9am – 5pm, you will work on a rotational shift pattern within those hours and work 2 in 4 Saturdays, but don’t worry we’ll give you a day off during the week prior to your Saturday shifts.
- Training: 6 weeks with a dedicated L&D Trainer supporting you.
Wescot Credit Services are seeking dedicated Call Centre Agents to join our TSB team, this is an exciting opportunity to become a valued member of the team!
In this role, you will be the first point of contact for vulnerable customers, providing them with the support and empathy they need to navigate their financial challenges.
You’ll handle both inbound and outbound calls, using your empathy and resilience to build rapport and help customers find affordable repayment solutions. By listening and understanding their struggles, you will make a positive impact on their financial recovery.
Key Responsibilities:
- Provide 5-star customer service, you will be the first point of contact, offering compassionate and professional support.
- Identify vulnerable customers, you will recognise signs of vulnerability ensuring the right support is given.
- Handle inbound and outbound calls, you will support customers through their financial struggles with care and understanding.
- Conduct detailed affordability assessments, you will assess each customers affordability before setting up payment plans.
- Create tailored repayment plans, you will help customers create affordable repayment options to get them back on track.
- Update multiple systems, you will accurately record customer interactions and outcomes across various internal systems, ensuring data is up-to-date and compliant with regulatory standards.
- Collaborate with colleagues, you will share insights and best practices, contributing to a supportive team environment.
If you’re passionate about making a difference, helping people, and working in a supportive environment, we want to hear from you!
Benefits include:
- 31 days holiday including bank holidays.
- Discounts and cash back on hundreds of high-street shops
- Optional private healthcare plan (BUPA)
- Lots of great monthly incentives where you can win a range of prizes and rewards!
- Ongoing support and development from our in-house team
- Once you’re fully competent and confident in your role, we operate a hybrid working business, offering employees the ability to blend between office and home working for better work life balance!
Why work at Wescot Credit Services:
- Summer and Christmas Parties.
- Mandatory annual salary review.
- Company funded Health & Wellbeing Initiatives.
- See what our colleagues say: https://youtu.be/fM3-_4cqZdA?si=JtQgVJNc2KGROvZf
Wescot Credit Services is a Contact Centre working with several large UK banks, as well as Credit Card Providers, Energy, Telecoms and others to help recover debts owed to them by their customers.
We are proud to announce that Encore Capital Group, which Wescot is part of, is Great Place to Work-Certifiedâ„¢ in Costa Rica, France, India, Portugal, the United Kingdom and the United States.
Diversity and inclusion are very important to us at Wescot and we value diverse talent within our business. We want everyone to be themselves at work and encourage a culture that includes everyone.
At Wescot we’re regulated by our clients – as such, any successful candidates will have to undergo a basic credit check and criminal background check. Please note that we’re unable to proceed to interview stage if a CCJ, IVA or Bankruptcy appears on a credit file, or if you do not have full right to work in the UK.
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Call Centre Agent employer: Encore Capital Group
Contact Detail:
Encore Capital Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Centre Agent
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Wescot Credit Services. Understand their values and what they stand for, especially their commitment to helping vulnerable customers. This will help you tailor your answers and show that you're genuinely interested in the role.
✨Tip Number 2
Practice your empathy skills! As a Call Centre Agent, you'll be dealing with customers facing financial challenges. Think of examples from your past where you've shown empathy or helped someone in need. This will not only prepare you for potential interview questions but also demonstrate your suitability for the role.
✨Tip Number 3
Be ready for role-play scenarios! In interviews for call centre positions, you might be asked to role-play a customer interaction. Stay calm, listen carefully, and respond with compassion. This is your chance to shine and show how you can make a positive impact on customers' lives.
✨Tip Number 4
Apply through our website! We want to see your application come through directly. It shows initiative and gives you a better chance of standing out. Plus, it’s super easy to do – just head over to our careers page and get started!
We think you need these skills to ace Call Centre Agent
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Call Centre Agent role. Highlight your customer service experience and any skills that show you can empathise with vulnerable customers. We want to see how you can make a positive impact!
Showcase Your Communication Skills: Since you'll be handling calls, it's crucial to demonstrate your communication skills in your written application. Use clear and concise language, and maybe even include examples of how you've effectively communicated in past roles. We love a good story!
Highlight Relevant Experience: If you've worked in a similar environment or have experience dealing with financial challenges, make sure to mention it! We’re looking for candidates who understand the importance of providing compassionate support to customers.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be one step closer to joining our fantastic team at Wescot Credit Services!
How to prepare for a job interview at Encore Capital Group
✨Know Your Stuff
Before the interview, make sure you understand the role of a Call Centre Agent and what it entails. Familiarise yourself with the company’s values, especially their focus on empathy and support for vulnerable customers. This will help you answer questions confidently and show that you’re genuinely interested in making a difference.
✨Practice Active Listening
During the interview, demonstrate your active listening skills. When asked questions, take a moment to think before responding, and ensure you address the question fully. This is crucial for a role where understanding customer needs is key, so showing you can listen and respond thoughtfully will set you apart.
✨Showcase Your Empathy
Since this role involves helping customers through financial struggles, be prepared to share examples of how you've shown empathy in past experiences. Whether it's in a previous job or a personal situation, illustrating your ability to connect with others will resonate well with the interviewers.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the training process, team dynamics, or how success is measured in the role. This shows your enthusiasm and helps you gauge if the company culture aligns with your values, especially regarding support and collaboration.