At a Glance
- Tasks: Support customers in resolving payment issues through calls, emails, and live chat.
- Company: Established financial services organisation with a commitment to high customer service standards.
- Benefits: £26,230 salary, uncapped commission, hybrid work, and 25 days annual leave.
- Other info: Enjoy ongoing training and clear career progression opportunities.
- Why this job: Join a dynamic team and make a real difference in people's financial situations.
- Qualifications: 1 year call centre experience and strong communication skills required.
Location: Stone (Hybrid following probation)
Salary: £26,230 + uncapped commission
Hours: Full-time
We are seeking a motivated and resilient Contact Centre Agent to join the Customer Hub of an established organisation operating within the financial services sector. This role offers the opportunity to work in a fast-paced, customer-focused environment, supporting individuals to resolve outstanding balances through fair and affordable payment solutions.
Our client provides services to public sector organisations across the UK and is committed to maintaining high standards of customer service, compliance, and professionalism. They offer a structured environment with clear expectations, ongoing training, and opportunities for development.
Benefits as a Contact Centre Agent:
- £26,230 basic salary + uncapped commission
- Hybrid working model (3 days office / 2 days home after successful probation)
- 25 days annual leave plus bank holidays
- Mandatory office shutdown between Christmas and New Year
- Dedicated 2-week training programme
- Flexible shift patterns
- Company pension scheme
- Company sick pay scheme
- Free onsite parking
Key responsibilities as a Contact Centre Agent:
- Handle inbound and outbound customer contact via telephone, email, and live chat
- Collect overdue payments and agree affordable payment plans in line with client instructions
- Assess customer financial circumstances and tailor solutions accordingly
- Maintain a professional, empathetic, and assertive approach in all interactions
- Work collaboratively to achieve individual and team performance targets
- Accurately update internal systems and maintain detailed case notes
- Ensure compliance with regulatory, data protection, and internal policies
Requirements as a Contact Centre Agent:
- Minimum of 1 year’s call centre experience, including objection handling and negotiation
- Proven customer service experience
- Strong written and verbal communication skills
- Confident IT user with the ability to learn new systems quickly
- Resilient, self-motivated, and target-driven
- Strong negotiation and problem-solving skills
- Positive attitude with strong attention to detail and multitasking ability
Successful candidates will be required to complete relevant background checks prior to employment.
Apply today to discuss the role in more detail.
Contact Centre Agent in Stoke-on-Trent employer: Priority Recruitment
Join a dynamic and supportive team as a Contact Centre Agent in Stone, where you will thrive in a hybrid working environment that promotes work-life balance. With a competitive salary, uncapped commission, and a commitment to employee development through structured training and flexible shift patterns, this organisation stands out as an excellent employer in the financial services sector. Enjoy generous annual leave, a company pension scheme, and a culture that values professionalism and customer service excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Agent in Stoke-on-Trent
✨Tip Number 1
Get to know the company before your interview! Research their values, mission, and recent news. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Contact Centre Agent, you'll need to be clear and confident. Try role-playing with a friend or family member to get comfortable with common scenarios you might face.
✨Tip Number 3
Show off your problem-solving skills during the interview. Think of examples from your past experience where you successfully handled objections or resolved customer issues. This will demonstrate your ability to thrive in a fast-paced environment.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Contact Centre Agent in Stoke-on-Trent
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your call centre experience, customer service skills, and any relevant achievements to show us you're the right fit for the Contact Centre Agent role.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re interested in the role and how your background aligns with our needs. Keep it concise but engaging – we want to see your personality come through!
Showcase Your Communication Skills:Since this role involves a lot of customer interaction, make sure your written application demonstrates your strong communication skills. Use clear and professional language, and don’t forget to proofread for any typos or errors before hitting send!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, you’ll get to see all the other great opportunities we have available!
How to prepare for a job interview at Priority Recruitment
✨Know the Company Inside Out
Before your interview, take some time to research the company and its values. Understand their commitment to customer service and compliance in the financial services sector. This will help you tailor your answers and show that you're genuinely interested in the role.
✨Showcase Your Communication Skills
As a Contact Centre Agent, strong communication is key. Prepare examples of how you've effectively handled customer interactions in the past. Be ready to demonstrate your ability to communicate clearly and empathetically, whether it's through role-play or discussing previous experiences.
✨Prepare for Objection Handling
Expect questions about how you would handle objections or difficult customers. Think of specific scenarios where you've successfully navigated these challenges. Highlight your negotiation skills and problem-solving abilities to show that you can maintain professionalism under pressure.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions prepared. Inquire about the training programme or how success is measured in the role. This not only shows your enthusiasm but also helps you gauge if the company is the right fit for you.
