Customer Service Debt Agent

1 week ago

Cardiff, United Kingdom Jomo People Ltd Full time

Are you looking for a brand new opportunity, working for an established not for profit company? Have you got a passion for problem solving? Have you got a background in delivering amazing customer service (from a contact centre role) and just want the chance to step up in your career and gain valuable experience in a brand new Customer Service Debt Agent role, speaking to customers who have missed a payment and need your help to get back on track?

Now more than ever resolving problems and getting the best resolution for customers is super important. We are looking for the right kind of people to join a busy revenue department and be part of an account resolution team. As a customer service collections agent you’ll help remind the forgetful payers, assist those who cannot afford to pay and recover against those who can pay but choose not to.

**Position: Customer Service Debt Agent**

**Salary: UP TO £23,000 pa**

**Location: Cardiff (CF3) with opportunity for Hybrid working following initial 5 weeks training**

**Hours of Work: Full time, Monday to Friday shifts between 8am to 6pm (with 2 in every 9 Saturday mornings 9am to 1pm)**

**Contract: Permanent**

As well as a great opportunity to learn a host of new skills within a customer service collections agent role, you’ll also benefits from the following great perks:

- 25 days leave
- Free on-site parking
- Variable pay schemes
- Enhanced employer pension contributions
- Reduction on gym memberships and high street shopping
- Cycle to work scheme
- Car-leasing scheme
- Health Cashback scheme
- An employee assistance programme for employees and their immediate family
- Amazing training and personal development opportunities

Working as a customer service debt agent, you’ll join a close-knit team of people where you’ll immediately make an impact. Responsibilities will include:

- Be the first touch points on arrears accounts requiring resolution. You’ll handle inbound and outbound calls from customers needing your skills and support.
- Listen, question and probe to devise the best strategy to resolve the arrears and help the customers.
- Build rapport to understand the customers’ needs, spot signs of vulnerability and negotiate the best way forward.
- Collect cash and set payment plans.
- Understand the importance of language and tone and the power of empathy.
- Educate the customers on the most appropriate messages for them such as social tariffs or the consequences of non-payment.
- Use investigation skills to understand and resolve complicated accounts. Using in-house systems and external data to support intelligence-led collections strategies.
- Demonstrate that ‘one-touch’ and right-first-time approach to resolve each account as quickly and appropriately as possible.

**What they’ll commit to you**

This business knows they’re a unique industry and there is so much to learn, which is why they’ll induct you into a tailored training course to give you the knowledge you’ll need. But it doesn’t end there: the business is committed to growth in role, which is why they have specialist coaches on hand to develop you, to challenge you to always improve and try new approaches as an individual and part of a successful team.

**So what’s the next step?**

Account resolution is a great responsibility, so if you think you’re made of the right stuff and want to be developed, grown and challenged, this role is for you.
- Have recent experience in customer service role where you’ve had to speak to customers on the phone
- Have a background in dealing with customer complaints, managing difficult conversations and supporting customers
- A great deal of enthusiasm for putting customers first and the best communication skills
- Have GCSE (or equivalent level qualification) grade C or above in Maths & English

Jomo People embrace diversity and truly believe in equal opportunities for all. We believe that inclusion and diversity increases creativity, delivers innovation, improves performance and better serves our customers.

We truly believe in the ethos that companies with greater diversity perform better than those without. It is for these reasons that all qualified applicants will be considered for employment regardless of age, race, religion, genetic information, sexual orientation, gender identity, parental status, disability, educational background or any other characteristic for that matter that doesn’t relate to your ability to perform the role.

So what you waiting for? If you’d like to be considered for this new debt agent role in Cardiff, send Jomo People your CV now

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

**Salary**: £20,000.00-£23,000.00 per year

Schedule:

- 8 hour shift
- Monday to Friday
- Weekend availability

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