Call Centre Agent

Call Centre Agent, Telford, TF3 4NT

dlc are currently looking to grow our team of Call Centre Agents within our Telford office, starting 6th October 2025. We are seeking team players who match our enthusiasm, work ethic, and outlook to provide 5-star customer service.

As a Call Centre Agent at dlc, you will:

• Handle inbound and outbound calls.
• Use active listening skills and questioning techniques to support our customers on their journey to financial health.
• Communicate confidently and clearly, engaging with clients from all walks of life.
• Show empathy and resilience, be comfortable discussing difficult topics, and deliver challenging news with care.
• Be process-driven, meticulous, and enjoy working in a fast-paced environment.

You will start with a 4-week training programme, where you\’ll learn about vulnerability, support needs, signposting, regulation, and how to use our systems, along with effective questioning techniques to achieve the right outcomes for customers and the business. This training will be based in our Telford office, Monday – Friday: 9am – 5pm.

After training, you will move to our weekly shift patterns, with options for either a 37.5 or 40-hour contract. Our operational hours are Monday – Friday, 8am – 6pm. Depending on the campaign, you may be required to work on a Saturday between 8am-1pm, at most once every four Saturdays.

Your package:

Our team at dlc has implemented initiatives to improve wellbeing, including a Summer Party, Christmas Party, team outings, and fun activities in our vibrant Telford office.

• Salary from £25,396 (based on 40 hrs/week), with potential increases based on experience.
• 31 days holiday (pro-rata), including all bank holidays.
• Discount and cashback offers at hundreds of high-street shops.
• Fun incentives such as seasonal parties, team breakfasts, pizza days, and games.
• Hybrid working — once fully trained, you can blend office and home working to improve work-life balance.

We support our local community through educational initiatives and charity events, including participating in the 2025 Dragon Boat Race, raising over £1,200, and planning for 2026.

If you\’d like to be part of a company with a mission to make a difference, apply now and start your next chapter with us!

See what your future colleagues say: https://youtu.be/fM3-_4cqZdA?si=JtQgVJNc2KGROvZf

We are proud that Encore Capital Group, which dlc is part of, is Great Place to Work-Certified in Costa Rica, France, India, Portugal, the UK, and the US.

Diversity and inclusion are core values at dlc. We welcome diverse talent and strive to create an inclusive culture where everyone can be themselves.

**Please note:** As we are regulated by our clients, successful candidates will undergo a basic credit check and criminal background check. We cannot proceed with interviews if a CCJ, IVA, or Bankruptcy appears on your credit file, or if you lack full right to work in the UK.

CCADLC

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