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- Tasks: Support customers through inbound and outbound calls, solving problems with empathy and professionalism.
- Company: Join Marston Holdings, the UK's largest judicial services group, making a real difference in communities.
- Benefits: Enjoy work-life balance, 25 days annual leave, enhanced family leave, and exclusive staff discounts.
- Why this job: Be part of a values-driven team focused on integrity, inclusion, and positive community impact.
- Qualifications: No experience needed; just bring your communication skills, empathy, and a passion for helping others.
- Other info: Flexible location with planned office move to Rochdale; training provided for all new hires.
The predicted salary is between 24000 - 36000 £ per year.
Location: Helmshore (with planned relocation to Rochdale in the near future). We’re currently based in Helmshore, but our team will be moving to a new office in Rochdale later this year. Flexibility with both locations is important.
Are you a natural people-person who thrives on helping others? Are you calm under pressure, with a positive outlook and a passion for doing the right thing? If that sounds like you - we’d love to welcome you to Marston Holdings, where your empathy, communication skills, and attention to detail can change lives.
At Marston Holdings, we’re not just another contact centre. We’re a trusted partner to government and private sector clients, delivering intelligent, tech-driven solutions that make communities stronger and fairer.
In this role, you’ll be on the front line - supporting customers, solving problems, and making sure every conversation counts. Whether someone’s confused, concerned, or just needs a little reassurance, you’ll be there to help, listen and guide.
What You’ll Be Doing
- Handling inbound and outbound calls with warmth, clarity, and professionalism.
- Listening with empathy and offering supportive, effective solutions.
- Logging accurate details using our bespoke systems - attention to detail is key!
- Working with customers to negotiate fair, affordable payment plans.
- Identifying and responding appropriately to vulnerable individuals.
- Maintaining regulatory compliance while always keeping customer care at the heart of what you do.
What We’re Looking For
You don’t need call centre experience - we’ll give you all the training you need. What matters to us is who you are:
- A great communicator - clear, calm, and reassuring.
- A problem solver who’s not afraid to think on their feet.
- Comfortable with tech and quick to learn new systems.
- Empathetic, fair, and professional - especially in challenging conversations.
- Someone who cares about doing the right thing and representing a company with integrity.
Why You’ll Love It Here
We believe in supporting our people so they can do their best work—and enjoy doing it:
- Work-life balance - Only 1 in 3 Saturdays required!
- Shifts between 8am-8pm, Monday to Friday.
- 25 days annual leave plus bank holidays.
- Enhanced maternity/paternity packages (eligibility criteria apply).
- Pension scheme.
- Access to a suite of staff benefits: discounts on shopping, travel, leisure, wellbeing, and more.
- A values-driven team where inclusion, fairness, and integrity aren’t just buzzwords.
Who We Are
Marston Holdings is the UK’s largest judicial services group, supporting both public and private sectors with cutting-edge, tech-enabled solutions. Whether it’s tackling air pollution or recovering public debt fairly and legally, everything we do is built around positive outcomes for people and communities.
With 5,000+ employees and a wide-reaching impact, we offer the kind of stability, purpose, and opportunity that can take your career further.
All roles are subject to Disclosure Scotland checks. We’re proud to be an equal opportunity employer - we welcome applicants from all backgrounds and walks of life.
Ready to Make a Difference?
This isn’t just another job - it’s a chance to be part of something bigger. If you’re ready to help people, grow your career, and join a supportive, purpose-driven team, apply today.
Inbound Contact Centre Agent employer: Videalert
Contact Detail:
Videalert Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Inbound Contact Centre Agent
✨Tip Number 1
Familiarise yourself with the values and mission of Marston Holdings. Understanding their commitment to community support and integrity will help you align your responses during interviews, showcasing that you share their passion for making a difference.
✨Tip Number 2
Practice active listening skills. Since the role involves handling customer queries with empathy, being able to demonstrate your ability to listen and respond thoughtfully in mock scenarios can set you apart from other candidates.
✨Tip Number 3
Get comfortable with technology. As the job requires using bespoke systems, showing that you are tech-savvy and quick to learn new tools can give you an edge. Consider exploring similar software or customer service platforms before your interview.
✨Tip Number 4
Prepare examples of how you've handled challenging conversations in the past. Whether in a work or personal context, being able to articulate your problem-solving skills and empathy will resonate well with the interviewers.
We think you need these skills to ace Inbound Contact Centre Agent
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand what Marston Holdings is looking for in an Inbound Contact Centre Agent. Highlight key skills such as empathy, communication, and problem-solving in your application.
Tailor Your CV: Make sure your CV reflects your relevant experience and skills. Emphasise any customer service roles or experiences where you demonstrated empathy and effective communication, even if they are not from a call centre.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for helping others and your ability to remain calm under pressure. Use specific examples to illustrate how you embody the qualities Marston Holdings values.
Proofread Your Application: Before submitting, double-check your application for spelling and grammatical errors. A well-presented application shows attention to detail, which is crucial for this role.
How to prepare for a job interview at Videalert
✨Show Your Empathy
As an Inbound Contact Centre Agent, empathy is key. During the interview, share examples of how you've helped others in challenging situations. This will demonstrate your ability to connect with customers and provide the support they need.
✨Communicate Clearly
Effective communication is crucial for this role. Practice articulating your thoughts clearly and calmly. You might want to prepare answers to common interview questions, ensuring you convey your points in a reassuring manner.
✨Demonstrate Problem-Solving Skills
Be ready to discuss how you approach problem-solving. Think of scenarios where you've had to think on your feet and come up with effective solutions. This will show that you're capable of handling the pressures of the job.
✨Familiarise Yourself with Technology
Since the role involves using bespoke systems, it’s beneficial to show your comfort with technology. If you have experience with similar systems or software, mention it. If not, express your eagerness to learn and adapt quickly.
