Call Centre Agent

Job Summary by the Career Balance Team:

Wescot Credit Services is seeking Call Centre Customer Agents in Saltcoats. The role involves providing exceptional customer service, handling inbound and outbound calls, and tailoring repayment plans to help customers achieve financial recovery. The position offers a competitive salary, monthly bonuses, 31 days of holiday, discounts on high-street shops, and optional private healthcare. Employees have the option to work a 35, 37.5, or 40-hour week with flexible shift patterns. Wescot is a contact center-based business that works with blue-chip organizations to establish affordable repayment arrangements for customers facing financial difficulties.

Job Description:If you’re currently working as a Customer Service or a Call Centre Agent, or are interested in looking for your next opportunity in Saltcoats, we may just have what you’re looking for!
We’re looking for people who are interested in growing their careers with us and if you are comfortable working in a professional and busy environment and equally at ease making and taking calls from our customers then we want to talk to you.
As a Call Centre Customer Agent at Wescot Credit Services you will be having conversations with people to support them to get back to financial wellbeing. You’ll be based at our office in Saltcoats.
In this rewarding role we’ll support you to use your expertise and commitment to customer service is helping our clients achieve financial health. Your role will involve you:
Using your empathy and resilience skills to talk about difficult subjects and be able to deliver difficult news with care.
Tailoring affordable repayment plans to help our customers on the road to financial recovery.
Handling inbound and dialler based outbound calls.
Providing exceptional customer service via telephone.
Working to call KPIs and internal quality standards.
We’ll ask you to work 1 in 3 Saturdays, but don’t worry we’ll give you a day off during the week prior to your Saturday shift.
To help you plan well in advance, you’ll be working a six-week rolling shift rotation.
To support you with this, our comprehensive four-week office-based induction on Monday-Friday between 9am -5pm means you will spend time learning how to use our systems and deal with our customers. We’ll make sure you’re fully prepared to speak to customers once you’ve hit the required quality structure. After training you’ll move to support our customers when they need us. We’re open Monday to Friday 9am – 8pm and Saturdays 11am – 5pm. You have the option of a 35, 37.5 or 40 hour per week contract with shift patterns that can be completed over 5 days per week so there’s flexibility built in.
It’s our call centre teams amazing efforts, hard work and dedication that sets us apart from the rest, which is why we offer a competitive salary and benefits package, including:
Salary from £23,504 rising depending on experience.
Fantastic monthly bonus where you could earn around an additional £2000 per year!
31 days holiday including bank holidays.
Discounts and cash back on hundreds of high-street shops
Optional private healthcare plan (BUPA)
Lots of great monthly incentives where you can win a range of prizes and rewards!
Ongoing support and development from our in-house team
Once you’re fully competent and confident in your role, we operate a hybrid working business, offering employees the ability to blend between office and home working for better work life balance!
If this sounds like you and you have got what it takes, come and join our rapidly expanding team!
About Us:
We are a contact centre-based business offering a range of financial services to a large number of blue-chip organisations – from complete outsource solutions to collections, recoveries and trace activity. We work on behalf of a number of banking, utility, telecoms and retail finance companies whose customers have fallen behind with their repayments. We then work with each individual customer to establish an affordable and sustainable repayment arrangement for the debt to support them to achieve financial health.
In 2017 we became part of Cabot Credit Management, which in turn is part of Encore Capital Group. Wescot has over 1,200 employees across 4 UK based locations – Hull, Glasgow, Saltcoats and Telford, our vision is ‘to be the industry-leading trusted provider’, and we know the only way to achieve that is through our people.
We are authorised and regulated by the UK Financial Conduct Authority. We are a member of the Credit Services Association and are proud to be at the forefront in helping to shape best practice standards for the industry.
Diversity and inclusion are very important to us at Wescot and we value diverse talent within our business. We want everyone to be themselves at work and encourage a culture that includes everyone.
**At Wescot we’re regulated by our clients – as such, any successful candidates will have to undergo a basic credit check and criminal background check. Please note that we’re unable to proceed to interview stage if a CCJ, IVA or Bankruptcy appears on a credit file, or if you do not have full right to work in the UK.
CCASALLocation: Saltcoats