Contact Centre Advisor

6 months ago

Leeds, United Kingdom BW Legal Full time

**If you have a passion for speaking to customers and providing a best-in-class call experience, then we may have the perfect opportunity for you and your career.**

This is not your typical call centre environment. We are a dual regulated law firm that takes a different approach.

We have an accredited and award-winning product offer for our client which provides customer centric debt recovery solutions. The customer is at the heart of what we do and we constantly invest in our systems and our people to ensure that we remain market leading.

We offer comprehensive training so no previous experience in a contact centre is needed, we just ask you to be passionate about delivering excellent customer service. Our bespoke training programme will develop the rest. You will be fully supported through our in-house bespoke training programme to develop into a highly skilled Contact Centre Call Advisor.

**We offer**:

- 6 hour working days
- 9am-3pm shifts while in our training academy, after which you will move to a rota of set weekly shifts which are 10am-4pm and 12pm-6pm
- A starting salary of £19,700, rising by £500 every six months based on your performance
- Opportunities to top up your income following graduation from training, where you will be enrolled into our quality assurance bonus earning up to £275pm
- Additional earning potential through overtime and progressing into coaching roles
- In addition, you will be enrolled in our Reward Bean bonus, which is another monthly cash equivalent benefit to enhance your earnings

Working from our modern offices in Leeds, you will liaise with our customers over the telephone to assist them in identifying the right solution to manage their account with us. We work for a number of clients in the energy, parking, and financial services sectors and your calls will be varied across all different debt types and scenarios.

From your first day with us, you will benefit from an in-depth training plan delivered by our expert in-house Learning and Development team. Regardless of your previous experience, we will invest in your development and help you to succeed in the role.

**Your first month**: an initial four weeks of classroom knowledge-based training covering the basics of the job such as our IT systems, clients and regulators. The classroom is an interactive team environment, so even if you are new to this type of role, you will soon have a support network in place to help you thrive.

**From month two onwards**: after building the foundations of your knowledge, you will then join our training academy, Camp Athena, in which you will begin to take live calls while being fully supported by our experienced Coaching Champions.

**Month six**: once you graduate from our training academy, you will integrate into one of our four contact centre teams where you will be fully supported to achieve success. Throughout your career with us, you will be in the driving seat of your development.

**Do you have what it takes?**
- Building rapport with customers
- Having empathy for individual circumstances
- Demonstrating resilience when having sensitive and difficult conversations
- Using expert communication skills
- Demonstrating good attention to detail

**Your working week**

Your working week will be 30 hours over 5 days on a weekly set shift pattern, Monday to Friday. For this role you would work the Contact Centre shift patterns which are a mix of 10am-4pm and 12pm-6pm. You will work an equal balance of both morning and afternoon shifts. In addition to this, once you graduate from our training academy you will work 1 in 4 Saturdays. Saturdays operate on a 9am to 3pm shift which is paid at an overtime rate. You can do as much overtime as you want.

**Rewarding your commitment and success**

Our people are the most important part of our business and so Your BW Rewards are a package of benefits which take a holistic approach to promoting your wellbeing. These include:
**Lifestyle Rewards**

30 hour working week

Free City Centre Parking

22 days Annual Leave + Bank Holidays and additional Paid Leave for your Birthday

Plus, you always get Christmas Eve and New Year's Eve paid leave (when falling on a working day)

Flexible Holidays some can be used hourly

Holiday Exchange - buy / sell holiday

Extra holiday for length of service - 1 extra day after 2, 3, and 4 years

BW Bravo - financial reward and recognition for memorable moments throughout Your BW Journey, including length of service milestones and key life events

Managers Cheer - monthly financial reward and recognition for going above and beyond in your role

Enhanced Maternity / Paternity / Adoption Pay

Business-casual dress code

**Financial Rewards**

Death in Service Benefit - 5 times annual salary

My Staff Shop - a wide range of discounts and savings at UK retailers

Travel Support - free parking, bus discounts, cycling facilities

Leeds Credit Union Christmas Savings Scheme

Contributory Pension Scheme

**Persona

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