At a Glance
- Tasks: Provide 5-star customer service and support vulnerable customers through financial challenges.
- Company: Join Wescot Credit Services, a supportive and inclusive contact centre team.
- Benefits: Enjoy 31 days holiday, discounts, private healthcare options, and monthly incentives.
- Other info: Hybrid working options available for better work-life balance.
- Why this job: Make a real difference in people's lives while developing your skills in a dynamic environment.
- Qualifications: Empathy, resilience, and a passion for helping others are key.
The predicted salary is between 25396 - 26856 £ per year.
Location: 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. 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.
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 customer's 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.
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.
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.
Call Centre Agent employer: Encore Capital Group
Wescot Credit Services is an excellent employer for those looking to make a real difference in people's lives through financial wellness. With a supportive work culture that prioritises empathy and professional growth, employees benefit from a competitive salary, generous holiday allowance, and a structured training programme, all while enjoying the flexibility of hybrid working options in the vibrant city of Hull.
StudySmarter Expert Advice🤫
We think this is how you could land Call Centre Agent
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Encore Capital Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Encore Capital Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Call Centre Agent
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Encore Capital Group:Your cover letter is your chance to shine! Tell us why you want to work at Encore Capital Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Encore Capital Group!
How to prepare for a job interview at Encore Capital Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
