Contact Centre Agent

About the role

At [Employer hidden — view at passion-project.co.uk], our Contact Centre Agents are the voice of our Customer Hub. This role is ideal for someone who enjoys helping people, thrives on communication, and takes pride in delivering fair and affordable solutions to our customers.

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You’ll be part of a dedicated team of 15, handling inbound and outbound calls, live chat, and emails. You’ll negotiate and arrange payment plans while following client instructions, ensuring customers leave the interaction with a tailored solution that works for their circumstances.

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With ongoing support and training, you’ll quickly become an expert in our systems, processes, and the enforcement industry. This role offers real progression opportunities for those keen to develop their career in financial services.

Job summary

• Handle inbound and outbound customer calls, live chats, and emails
• Negotiate and arrange affordable payment plans
• Follow client instructions and adhere to compliance requirements
• Provide tailored solutions to help customers resolve debts fairly
• Work collaboratively to share best practices and improve results
• Maintain accurate customer records and update systems promptly
• Contribute to [Employer hidden]’ mission: helping people get out and stay out of debt

Key skills & experience

###### Experience

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• Minimum of 1 year’s call centre experience, including objection handling and negotiation
• Proven customer service experience
• Confident IT skills and ability to learn new systems quickly
• Strong written and verbal English​​

Skills / Attributes

• Expert communication: active listening and clear, empathetic responses
• Resilient: able to stay positive and calm in challenging situations
• Self-motivated: driven to achieve personal and team targets
• Assertive and compassionate: confident in negotiating while remaining empathetic
• Reliable and professional: consistent, punctual, and dedicated
• Team player: supportive, friendly, and collaborative
• Attention to detail: able to multitask, learn fast, and adapt to change

Salary & Benefits

#### Grade: 2C – Fee Earner

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• Salary: £24,570 per annum plus a lucrative, uncapped commission scheme
• Hybrid working model (3 days in office, 2 from home after probation)
• 25 days annual leave, plus bank holidays
• Dedicated 2-week induction training programme
• Flexible shifts to support work-life balance
• Mandatory office shutdown between Christmas and New Year
• Company Pension Scheme
• Company Sick Pay Scheme
• Mental Health Champions and wellbeing initiatives
• Free onsite parking
• Social events and casual dress days