Collections Agent

2 weeks ago


Glasgow, United Kingdom Three Full time

Our people make us who we are. We’re a diverse and inclusive bunch, and it’s important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.

At Three we have a hybrid working arrangement in place as standard for office based employees, where employees work from a mix of office based location and working from their home in the UK to carry out their role.

Excluding retail, core hours at Three are between 1000 and 1600, with operating hours between 0800 and 1830. This allows employees to have a start time between 0800 and 1000 and finish time between 1600 and 1830
- Provide exceptional customer service in every interaction.
- Work allocated offline tasks (processes) as directed by your Supervisor.
- Manage, resolve and escalate complaints accordingly in line with the complaints process.
- Manage all follow up work, diarising actions to ensure they are fully resolved and completed
- Multitask between a number of different workstreams to support customer demand.
- Maintain your knowledge and understanding through self-development and learning.
- Ensure set KPIs and SLAs are maintained and adhered to.
- Adhere to call quality standards and compliance requirements.
- React to real time demand, to re-prioritise to ensure the customer needs are met.
- Continually assess ways in which they can improve processes, to work more efficiently and provide a better customer experience



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