Inbound Contact Centre Agent

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.

Where People Make a Real Difference, Every Day

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.

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