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Call Centre Agent

3 months ago

Harlow, Essex, United Kingdom CESL Full time

Salary:
£22,317.75 per annum

Hours:37.5 hours per week

Location:
Harlow

Shifts:
Between 8am-8pm Monday to Saturday

Reporting to:
Collections Team Leader

About Us


Court Enforcement Services Limited is one of the largest and fastest growing High Court and Civil Enforcement companies in the UK.


Since forming in 2014, we have managed over 100,000 High Court Writs and recovered more than £187 million for our clients.

We work with legal professionals and creditors including utility companies, local authorities, businesses and individuals to recover unpaid County Court Judgements (CCJ's) sooner rather than later.


We are also specialists in property-related enforcement including Commercial Rent Arrears Recovery (CRAR), Forfeiture of Lease and dealing with squatter and trespasser related issues.

Delivering an approach that differs from traditional providers or panels we have worked tirelessly to earn our reputation as a leading High Court Enforcement company.

We are committed to ensuring that fair treatment is embedded in every engagement with clients, customers and staff and we are also focused on protecting our clients' brands and reputation.


Introduction


The purpose of this role is to maximise the collection of overdue debt and provide informative primary point of contact, for all callers.

Working within our busy call centre, you will be responsible for answering a high volume of inbound calls each day, in a polite and efficient approach.


Whats in it for you?

  • Gym membership contribution: we will give you up to £20 per month towards your gym membership
  • Company pension
  • 24/7 employee assistance programme
  • Company sick pay
  • Referral programme
  • Discounts and savings available on our bespoke staff rewards platform
  • Casual dress
  • Free onsite parking (excluding City of London)
  • Cycle to work scheme
  • 25 days holiday, rising to 2 Regular subsidised social events
  • Long service awards
  • Enhanced family leave
  • Working hours that are flexible
  • Extra holiday days available to buy, up to five days per year
  • Death in Service Benefit
  • As if that wasn't enough, we even provide you with unlimited refreshments, regular mouthwatering treats and healthy snacks each week

Core duties & Responsibilities

  • Process of inbound calls, in accordance with agreed SLA's and documented guidelines.
  • Treat all calls professionally and within legislation and codes of practice.
  • Collect payments on behalf of our clients.
  • Negotiate and set up payment arrangements, in line with client criteria.
  • Identify possible cases of vulnerability and take the correct action.
  • Undertake any specialised tasks, to promote improved cash flow.
  • Complete outbound and credit control calls, as directed.
  • Update the CMS with accurate call notes and carry out all associated actions.
  • Deal with account queries and verbal complaints, obtain full details, then pass them to relevant department.
  • Follow established collections processes and procedures.
  • Escalate difficult cases to an appropriate senior member of staff.
  • Carry out duties as directed by a Team leader or Manager, which may from time to time be reasonably required.

Essential Requirements

  • Firm and polite telephone manner.
  • Strong organisational and communication skills.
  • Attention to detail
  • An ability to deal with customers professionally, calmly, and tactfully.
  • To always maintain strict confidentiality.
  • Ability to work in a nondiscriminatory manner in accordance with the Company's equal opportunities policy.
  • Can demonstrate integrity and flexibility.
  • Ability to deliver results and meet company expectations.

Desirable requirements

  • Experience of working within a call centre, control room or contact centre.
  • Knowledge of High court & Enforcement industry.

Salary:
From £22,317.75 per year

Benefits:

  • Casual dress
  • Cycle to work scheme
  • Enhanced maternity leave
  • Sick pay

Schedule:

  • Monday to Friday
  • Weekend availability

Work Location:
In person