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Customer Agent

4 months ago

Blackpool, United Kingdom Perch Group Full time

**Perch Group houses a debt collection agency and law firm, authorised and regulated by the Financial Conduct Authority/Solicitors Regulatory Authority and we’re searching for amazing people to join our established and high performing team**

**You’ll be available for the induction programme below, to join our first-class training programme.**
- **Tuesday 1st August
- Friday 11th August**

Don’t worry if you don’t have previous experience - if you are a self-starting and driven individual, we want to hear from you, and our customers do too

Our current working patters are rotated between 8.30am - 5.30pm and 9.30am-6.00pm. We also have part time hours available however please note, our initial training programme will require full time attendance for the first two weeks.

Not only do we offer you a great work life balance and working environment, we’ll reward you with a **competitive starting salary of £21,000** per annum (full time) as well as many other great reasons to work with us.

**What you’ll be doing**
- Acting as first point of contact for our customers in arrears, holding conversations to understand the root causes of financial difficulty
- Negotiating affordable and sustainable payment plans, taking into account customers personal circumstances
- Signposting customers to free and independent money advice organisations, or internal support services for assistance on resolving indebtedness or personal difficulty
- Operating in compliance with FCA conduct rules, Consumer Duty principles and broader regulations including the Data Protection Act and GDPR.
- Demonstrating our ‘customer first’ approach by taking ownership and finding the right customer outcome, first time
- Embracing your own personal development plan, being responsive to coaching and feedback to broaden your skills
- Continuously training and upskilling to understand the end-to-end litigation process, providing clear and concise next steps for our customers

**What are we looking for?**
- Exceptional listening skills
- Negotiating and influencing skills
- High levels of emotional intelligence
- Good technical knowledge, PC literate and a good multi-tasker
- A positive, forward-thinking attitude
- Good attention to detail
- Inbound or outbound contact centre experience is desired
- Experience of working in a regulated/FCA/SRA environment is beneficial but not essential

**What we offer to our employees**
- 22 days annual leave, plus bank holidays. Increasing entitlement with length of service
- Buy and sell holidays scheme
- Volunteer Days
- Pension scheme
- Quarterly bonus scheme
- Full induction training
- A clear and defined Career Path for progression opportunities
- Recognised qualifications and apprenticeships
- Regular social and reward events
- Employee Assistance Programme and on-site counsellor for mental health and wellbeing support
- A dedicated ESG committee
- Cycle to work scheme
- On site free parking

ACI-UK and TM Legal are part of Perch Group. We attribute our success to the Perch Group values, embedded through our people, systems and processes.

**Passionate. Engaging. Responsible. Creative. Hardworking.**

**Job Types**: Full-time, Part-time, Permanent
Part-time hours: 20-37.5 per week

**Salary**: From £21,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Free parking
- Health & wellbeing programme
- On-site parking
- Referral programme
- Sick pay

Schedule:

- Monday to Friday
- No weekends

Supplemental pay types:

- Bonus scheme
- Performance bonus
- Quarterly bonus

Ability to commute/relocate:

- Blackpool: reliably commute or plan to relocate before starting work (required)

Application question(s):

- What is your current notice period?

**Experience**:

- customer service: 1 year (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person

Expected start date: 01/08/2023