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For Companies At a Glance
- Tasks: Handle inbound and outbound calls, providing exceptional customer service and support.
- Company: Join Mortimer Clarke Solicitors, a top-rated litigation law firm with a vibrant team.
- Benefits: Enjoy hybrid working, 31 days holiday, and a performance bonus of up to £600 monthly!
- Other info: Diversity and inclusion are key values; we celebrate unique talents and perspectives.
- Why this job: Make a real impact by helping customers achieve financial stability in a supportive environment.
- Qualifications: No specific qualifications required; just bring your passion for helping others!
The predicted salary is between 26421 - 37000 £ per year.
Customer Service Agent
Mortimer Clarke Solicitors (MCS) is a specialist litigation law firm. We have been in business since 2007 and now employ over 170 people at our office in Worthing, West Sussex.
Benefits
- Salary: from £27,082
- A performance related bonus, paid monthly – you could earn an additional £400‑£600 plus a month.
- Hybrid working: after competency, the pattern is 3 days onsite and 2 days remote.
- 31 days holiday (pro rata) – including all bank holidays and the option to take an additional five days of unpaid holiday each year.
- Training: 5 weeks with dedicated L&D train‑supporting you.
- Fun Times: Summer and Christmas parties and more.
- Mandatory annual salary review.
- Company‑funded Health & Wellbeing initiatives.
- Employee Assistance Programme – access to remote physiotherapy, GP appointments, nutritionists, personal trainers, lifestyle coaches, legal support, wellbeing resources and more.
Job Overview
MCS is looking for Call Centre Agents to join our team. The role involves handling inbound and outbound calls, providing exceptional customer service via telephone, supporting vulnerable customers, and delivering solutions with care and empathy. You will meet call KPIs and quality standards while tailoring affordable repayment plans to manage customers’ debts and promote financial stability.
Responsibilities
- Receive dedicated training and induction (5 weeks).
- Work within a structured team with a leader after induction.
- Handle inbound and dialer‑based outbound calls.
- Provide exceptional customer service via telephone.
- Confidently discuss difficult subjects, support vulnerable customers, and deliver solutions.
- Meet call KPIs and quality standards.
- Tailor affordable repayment plans to manage customers’ debts.
- Engage customers to promote financial stability.
- Explore customers’ circumstances to provide appropriate solutions.
Working Hours
The first five weeks are in‑office training Monday‑Friday from 8 am to 4:30 pm. After training, work is based on the following weekly shift patterns (40‑hour per week contract):
- Monday to Friday 8 am – 4:10 pm
- Monday to Friday 12 pm – 8 pm
- Monday to Friday 10 am – 6:10 pm
- 1 in 3 Saturdays 9 am – 1 pm
Please note we are unable to accommodate any holiday during the first four weeks of training.
Equality, Diversity and Background Checks
Diversity and inclusion are very important to us at MCS. We value diverse talent and encourage a culture that includes everyone. Candidates must undergo a basic credit check and criminal background check. We cannot proceed to interview 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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Customer Service Agent employer: Encore Capital Group
Contact Detail:
Encore Capital Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Agent
✨Tip Number 1
Familiarise yourself with the company and its values. Mortimer Clarke Solicitors has a strong focus on customer service and empathy, so understanding their mission and how they support customers will help you align your responses during any interviews.
✨Tip Number 2
Prepare for role-specific scenarios. Since the job involves handling difficult conversations and providing solutions, think of examples from your past experiences where you've successfully managed challenging customer interactions.
✨Tip Number 3
Practice your communication skills. As a Customer Service Agent, you'll need to convey information clearly and empathetically. Consider doing mock calls with friends or family to refine your approach and build confidence.
✨Tip Number 4
Showcase your adaptability. The role requires working in a hybrid environment and adjusting to different shifts. Be ready to discuss how you've adapted to changes in previous roles and how you can thrive in a dynamic work setting.
We think you need these skills to ace Customer Service Agent
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and skills required for the Customer Service Agent position. Tailor your application to highlight relevant experiences that align with these requirements.
Craft a Compelling CV: Ensure your CV is up-to-date and clearly outlines your customer service experience, communication skills, and any relevant achievements. Use bullet points for clarity and focus on quantifiable results where possible.
Write a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific reasons why you want to work at Mortimer Clarke Solicitors and how your skills can contribute to their success in providing exceptional customer service.
Proofread Your Application: Before submitting your application, take the time to proofread it for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a customer service role.
How to prepare for a job interview at Encore Capital Group
✨Research the Company
Before your interview, take some time to learn about Mortimer Clarke Solicitors. Understand their values, recent achievements, and what makes them a great place to work. This will help you tailor your answers and show genuine interest.
✨Prepare for Common Questions
Expect questions related to customer service scenarios, especially those involving difficult conversations. Think of examples from your past experiences where you successfully handled challenging situations with empathy and care.
✨Showcase Your Communication Skills
As a Customer Service Agent, strong communication is key. During the interview, demonstrate your ability to listen actively and respond clearly. Practice articulating your thoughts to ensure you come across as confident and professional.
✨Ask Insightful Questions
At the end of the interview, be ready to ask questions that reflect your interest in the role and the company. Inquire about the training process, team dynamics, or how success is measured in the position. This shows you are engaged and serious about the opportunity.