Call Centre Specialist

4 months ago

Telford, United Kingdom DLC Full time

If you’re currently working in Customer Service or a Call Centre Agent or are interested in looking for your next opportunity in Telford, 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 DLC you will be having conversations with people to support them to get back to financial wellbeing. You’ll be based at our office just a short walk from Telford train station.

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:

- 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 three-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 8am - 6pm and Saturdays 8am - 1pm. You have the option of a 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.
- Opportunities to top up your monthly salary with overtime
- 31 days holiday including bank holidays.
- Discounts and cash back on hundreds of high-street shops
- 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

**About Us**:
We are a leading provider of outsourced credit management solutions, supporting clients from our Shropshire HQ. DLC’s solutions include contingency collections, early arrears outsourcing, trace, litigation, and debt purchase, with services provided to many leading creditors. DLC is a business process outsourcing business offering a range of contact centre and back office financial services to blue-chip organisations - specialising in credit control and receivables management.

We work on behalf of several financial services and motor finance companies managing their Consumer and Commercial customers across both regulated and unregulated financial products.

Being part of Cabot Credit Management, which in turn is part of Encore Capital Group, DLC is at the forefront in helping to shape best practice standards for the industry. We’re part of one of the UK’s largest receivables management groups, ensures we bring together the specialisms of DLC’s tailored operational functions with the core strengths and capabilities of both Wescot and the wider Cabot group.

DLC is authorised and regulated by the Financial Conduct Authority (FCA), an Associate Subscriber to The Lending Code and a member of the Credit Services Association (CSA). DLC is owned by Cabot Credit Management, the UK's leading debt purchasing and servicing group.
- Diversity and inclusion_ _are very important to us at DLC, we value diverse talent within our business. We want everyone to be themselves at work and encourage a culture that includes everyone._

CCADLC

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