Call Centre Agent

1 month ago

Manchester, United Kingdom Ascent Performance Group Ltd Full time

**A bit about us
- ..**

We are part of the Irwin Mitchell Group, specializing in secured/unsecured debt recovery and litigation services.

At Ascent we place the customer at the heart of our operations, ensuring that within our customers most vulnerable times, we offer the support they deserve. You will play a huge part in the ongoing success of Ascent by liaising with our clients, customers and field based agents to assist in the collection and recovery of contracted repayments due to achieve the maximum recovery of the client’s debt.

**What we offer you**

We offer a number of benefits that cover lifestyle, colleague recognition, health & wellbeing and finances. Some of these amazing benefits include:

- A competitive pension scheme for our colleagues
- Discounted gym membership with some of our healthcare providers
- Health cash plan that allows you claim cash back on everyday treatments
- 22 days holiday (this increases with length of service) plus a buy back holiday scheme
- Discounts and savings on products & services to support your day-to-day living
- Life assurance cover
- Professional membership subscriptions
- Hybrid working model (Following initial Training period*)
- 24/7 digital GP service with our healthcare provider
- Our discretionary bonus scheme that recognizes individual and team performance across the business

**Be Part of our team**

Customer Experience is at the heart of everything that we do. As a team we assess individual’s circumstances, supporting our customer to overcome problems which have led to customer’s account being in arrears.

You’ll be exceptional in the moments that matter; supporting our customers to find solutions, showing that you care.. High quality experience is what we are all about

The role of a Customer Support Consultant requires you build a rapport with each customer; ensuring customers' queries are resolved at the first point of contact.

**What will your day look like?**
- Make inbound and outbound calls, contacting customers with overdue accounts to negotiate settlements on outstanding payments
- To record all customer contact accurately on the collections system
- Treat all customers fairly, professionally and at within legislation and codes of practice
- Deal with general account enquiries and take routine payments from customers
- Update account information (address / contact details, bank details and payment method)
- Liaise with other departments on behalf of customers to resolve problems

**A few things about our Customer Support Consultant roles**:

- You’ve got strong communication and listening skills, including a friendly telephone manner
- Demonstrate resilience when having challenging conversations
- You really care about the customer and what to support them to solve their problems quickly
- You’re PC literate and know how to use Word, Excel and Outlook
- Experience within a contact centre is desirable but not essential as we will provide you with training

As part of the Ascent on-boarding process all successful applicants are required to complete the group’s employment screening process. This process helps to ensure that all new employees meet our standards in relation to honesty and integrity therefore protecting the interests of the Irwin Mitchell Group, existing employees, clients, partners and other stakeholders
- *Training will be conducted in the Manchester office for a 12 week period. Following successful completion of training, you will be then be considered for our Hybrid working model._

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

**Salary**: £22,500.00 per year

**Benefits**:

- Company pension
- Cycle to work scheme
- Employee discount
- Gym membership
- Life insurance
- Private medical insurance
- Referral programme
- Sick pay
- Store discount
- Wellness programme

Schedule:

- Monday to Friday

Supplemental pay types:

- Loyalty bonus
- Yearly bonus

Ability to commute/relocate:

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

Application question(s):

- Do you have any CCJ's, voluntary arrangements or are you currently bankrupt?
- Do you have any unspent criminal convictions?

Work authorisation:

- United Kingdom (required)

Work Location: In person

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