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Job description

CCSCollect is offering an excellent opportunity to join our Team as a hybrid Customer Service Agent.

CCS is a long established, successful Debt Recovery company based in Croydon. We are looking for agents who are located in the London area or within a 10-mile radius of Croydon. Applicants outside of this requirement will not be considered due to the commuting requirement.

We work with several leading organisation’s including the Public Sector to help them manage their overdue accounts. We are passionate about providing customers in arrears a professional experience whilst meeting our client’s expectations.

As a member of our team, you will help people across the country understand their circumstances and educate them out of debt. You will provide a positive, empathetic, honest approach whilst remaining calm and collected. We will provide you with all the training that you need to fulfil this role. Additionally, you will be supported throughout your employment within the organisation to further your career within customer services.

The Role
As a Customer Service Agent you will engage with our customers over the phone. Your aim is to gain an understanding of their current financial circumstances, agree repayment plans that they can afford and maintain whilst ensuring that an accurate reflection of the conversation held is noted on the customer’s file.

The role will include:

· Negotiating with Customers to agree the repayment of overdue accounts

· Processing payment transactions and setting repayment arrangements

· Assessing and identifying vulnerable customers and providing support where appropriate

· Dealing with customer complaints and queries

· Taking a high volume of telephone calls

This will mean the following skill set is required:

· Verbal communication

· Attention to detail

· Data entry

· Listening

· Multi-tasking

· Questioning

· Establishing Rapport

The role will require you to be:

· Highly motivated to provide quality customer service

· Professional and polite with a courteous telephone manner

· Confident in overcoming customer objections and sometimes having difficult conversations

· Able to gather and record facts, ask questions, and evaluate the information provided to ensure a fair outcome for the customer

· Be empathetic towards a customer’s circumstances where appropriate

· Computer literate, have an eye for detail, and able to update records accurately

· Able to work to deadlines and targets.

Working in a call centre environment means you will be taking a high volume of calls with members of the public. You can expect to have difficult conversations and deal with customers who may wish to discuss sensitive issues, applicants must be resilient to these issues and provide the best customer outcome on each call.

Full training will be given to the successful candidates who can demonstrate their ability to provide great customer service during our interview process.

CCS will consider hybrid (combination of remote and office working) working once the probation period (3 months) has been passed successfully.

Training will be conducted at our offices in Croydon, full attendance is required for a 5-week period, Monday to Friday, 9am to 5pm. Part time applicants must be able to attend the training at the specified times.

Annual leave requests will not be considered during the training period.

Experience of working in a Contact Centre is desirable but not essential.

Benefits
The role pays a basic salary between £20,320 - £22,000 per annum depending on experience. (Full time hours - 37.5h per week)

In addition, there is a monthly bonus scheme with the opportunity to earn an extra £200 per month based on performance.

Other benefits include:

· Pension Company Contribution of 4% with Employee Contribution of 4%

· 23 days' holiday plus bank holidays

· Simply Health with EAP - employee assistance programme (EAP)

· Monthly Incentives

Job Types: Full-time, Part-time, Permanent

Salary: £20,320.00-£22,000.00 per year

Benefits:

• Cycle to work scheme
• Private dental insurance
• Wellness programme
• Work from home

Schedule:

• 8 hour shift
• Monday to Friday
• No weekends

Supplemental pay types:

• Bonus scheme

Work Location: Hybrid remote in Croydon

Expected start date: 05/06/2023