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 experience required; just bring your passion for helping others!
The predicted salary is between 26421 - 37000 £ per year.
Overview
MCS are on the lookout for Call Centre Agents to join our team. 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. We are part of the Cabot Credit Management Group, which is a European market leader in credit management services. We are looking to speak with individuals who are comfortable working in a professional, busy environment and who are equally at ease handling inbound and outbound calls from our customers when they want to talk to us. With a real focus on listening, you will ensure we achieve the right outcome for our customers whilst working towards KPI’s and quality standards.
What You’ll Be Doing
- We have a dedicated Training team, supporting you in small training teams over your 5 weeks Induction.
- Once completed, your exciting career step in role is fully structured with your new team members and leader.
- Handling inbound and dialler based outbound calls.
- Providing exceptional customer service via telephone.
- Confidently handle calls where you will talk about difficult subjects, support vulnerable customers, and deliver solutions with care and empathy.
- Hitting your call KPIs and quality standards.
- Tailoring affordable repayment plans to manage their debts, helping our customers on the road to financial recovery.
- Engaging customers on inbound and outbound calls providing exceptional customer service to promote financial stability.
- This is a rewarding role, working with our customers to explore the customers’ circumstances.
Hours, Training and Start Dates
- You’ll spend the first five weeks in office for training Monday-Friday from 8am till 4.30pm.
- Once you’re ready to go, you’ll move into our weekly shift patterns (40-hour per week contract):
- Shifts include:
- Monday to Friday 8am - 4.10pm
- Monday to Friday 12pm - 8pm
- Monday to Friday 10am - 6.10pm
- 1 in 3 Saturdays 9am - 1pm
Requirements
- Do you have customer service or call centre experience?
- Basic right to work in the UK and successful candidate will undergo a basic credit check and criminal background check. Note: we are unable to proceed to interview stage if a CCJ, IVA or Bankruptcy appears on a credit file.
Benefits
- Salary: from £27,082
- A performance related bonus, which is paid monthly - you could earn around an additional £400-£600 plus a month
- Hybrid working: once competent, the working pattern is then 3 days onsite and 2 days remote
- 31 days holiday (pro rata) - including all bank holidays and the opportunity to take an additional five days’ unpaid holiday each year
- Training: 5 weeks with a dedicated L&D Trainer supporting you
- Fun Times: Summer and Christmas Parties (and more)
- Mandatory annual salary review
- Company funded Health & Wellbeing Initiatives
- Employee Assistance Programme – with access to remote physiotherapy, GP appointments, nutritionists, personal trainers, lifestyle coaches, legal support, wellbeing resources and more
Notes
We are proud to announce that Encore Capital Group, which Mortimer Clarke Solicitors are part of, is Great Place to Work-Certified in multiple regions. Diversity and inclusion are important to us and we value diverse talent within our business. We want everyone to be themselves at work and encourage a culture that includes everyone.
Customer Service Agent in Worthing employer: Midland Credit Management
Mortimer Clarke Solicitors (MCS) is an exceptional employer located in Worthing, offering a supportive and dynamic work environment for Customer Service Agents. With a strong focus on employee development through comprehensive training and ongoing support, MCS fosters a culture of inclusivity and teamwork, complemented by attractive benefits such as hybrid working, generous holiday allowances, and health initiatives. Join a company recognised for its excellence in legal services, where your contributions directly impact customers' financial recovery and well-being.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Agent in Worthing
✨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
Practice handling difficult conversations. Since the role involves discussing sensitive topics with customers, role-playing scenarios with friends or family can help you build confidence in delivering solutions with care and empathy.
✨Tip Number 3
Prepare to discuss your experience with KPIs and quality standards. Be ready to share specific examples of how you've met targets in previous roles, as this will demonstrate your ability to thrive in a performance-driven environment.
✨Tip Number 4
Showcase your adaptability. With a hybrid working model, emphasise your ability to work effectively both in the office and remotely. Share any past experiences that highlight your flexibility and commitment to maintaining high service levels in different settings.
We think you need these skills to ace Customer Service Agent in Worthing
Some tips for your application 🫡
Understand the Role:Before applying, make sure to thoroughly read the job description for the Customer Service Agent position. Understand the key responsibilities, such as handling inbound and outbound calls, providing exceptional customer service, and meeting KPIs.
Tailor Your CV:Customise your CV to highlight relevant experience in customer service or call centre roles. Emphasise skills like communication, empathy, and problem-solving, which are crucial for this position.
Craft a Compelling Cover Letter:Write a cover letter that showcases your passion for customer service. Mention specific examples of how you've successfully handled difficult situations or provided excellent service in the past.
Highlight Your Availability:Since the role involves a structured shift pattern, clearly state your availability in your application. This shows that you are prepared for the working hours and can adapt to the hybrid working model.
How to prepare for a job interview at Midland Credit Management
✨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 articulate your thoughts clearly. Practice speaking confidently about your experiences and how they relate to the role.
✨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.
