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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 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
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 diversity and inclusion. 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 empathy skills! As a Call Centre Agent, you'll be dealing with vulnerable customers. Think of examples from your past where you've shown compassion and understanding. 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 handle a mock call. Stay calm, listen carefully, and respond with empathy. Show them you can think on your feet and provide the support customers need.
✨Tip Number 4
Apply through our website! We want to make it easy for you to join us at Wescot. By applying directly, you’ll have a better chance of standing out. Plus, it shows you’re proactive and keen to be part of our fantastic team!
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 relevant skills that show you can empathise with vulnerable customers.
Showcase Your Empathy: In your application, emphasise your ability to connect with people and provide support. Use examples from past experiences where you've helped someone through a tough situation, as this is key for the role.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Avoid jargon and make sure your passion for helping others shines through in every sentence.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of success. It’s the easiest way for us to see your application and get you on the path to joining our fantastic team!
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. Familiarise yourself with the key responsibilities like providing 5-star customer service and handling vulnerable customers. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Show Empathy
Since this role involves supporting vulnerable customers, be prepared to discuss how you would handle sensitive situations. Think of examples from your past experiences where you've shown empathy and resilience. This will demonstrate that you have the right mindset for the job.
✨Practice Active Listening
During the interview, practice active listening. This means really paying attention to the interviewer’s questions and responding thoughtfully. It’s a crucial skill for a Call Centre Agent, as you'll need to listen carefully to customers' needs and concerns.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the training process or how the team collaborates to support each other. This shows that you’re not only interested in the role but also in being a part of the team culture at Wescot Credit Services.