Customer Service Representative

13 hours ago

Redditch, Worcestershire, United Kingdom Bristow and Sutor Group Full time

About Bristow & Sutor Group

We are a leading debt recovery enforcement sector company, operating for over 40 years and supporting hundreds of local authorities, Transport for London, and National Highways. As a Customer Service Representative, you will be part of a team that contributes to achieving our visions for the future.

We have created a friendly and welcoming workplace where everyone works towards the same cause, providing the best possible services for our clients. Our offices are based in Redditch, close to the M40/M42 motorway network, making us easily accessible from Birmingham, Worcestershire, and Warwickshire.

We are looking for a Telephone Collections Officer to join our contact centre team. If you are a strong communicator, self-driven, and motivated, with excellent communication skills, we can offer you a unique career with unlimited earning potential.

As a Telephone Collections Officer, you will be responsible for answering calls from customers who owe money to our local authority clients, Transport for London, or National Highways. You will also be required to negotiate with customers, take payments, and complete basic affordability checks.

Our Company Values

We are all accountable, acting in a responsible manner and taking ownership of our decisions and actions.

We are transparent, open, and honest in everything we do, relating to customers, colleagues, members of the public, and stakeholders.

We are respectful, showing respect and understanding to all people and cultures, and acting in a firm but considerate way, appropriate to individual circumstances.

We always behave with integrity, being honest, trustworthy, and behaving according to the highest ethical and professional standards.

Job Details

Pay: £22,308 - £23,999 (depending on experience) + Commission. OTE £28-£32k

Job Type: Full-time 37.5 hours, Permanent

Location: Redditch

Benefits

  • Welcoming working environment
  • Casual dress
  • Company pension
  • Colleague discount scheme
  • Christmas Savings Scheme
  • Free on-site parking
  • Employee Assistance Programme
  • Birthday holiday allowance
  • Attractive bonus, incentives, and performance rewards
  • Death in service benefit
  • Hybrid working (subject to reaching required standards)

About the role

This is a full-time and permanent position, based in our Redditch office. Working 37.5 hours per week to cover business opening hours.

This role requires you to remain professional, polite, and understanding towards customers, some of whom may be more challenging than others. You will receive ongoing support and training within the role to enable you to continue to grow and succeed.

A day in the life:

  • Answering calls from customers who owe money to our local authority clients, Transport for London, or National Highways
  • Occasional outbound calls to those who have failed to make payment or contact
  • Negotiating with customers on live chats
  • Taking payments
  • Completing basic affordability checks and income and expenditure forms
  • Negotiating payment arrangements where a customer cannot pay in full
  • Identifying vulnerable customers
  • Sign-posting customers with financial difficulties to non-profit debt advice agencies
  • Dealing with customer queries and handling disputes
  • Updating accounts and ensuring all notes are correct on our systems

Previous experience in a fast-paced office environment, contact centre, or similar role would be an advantage, but not essential. Our training team will provide a bespoke training programme to ensure you have the skill sets and knowledge you require to be successful.

To be successful in the role, you would need to demonstrate:

  • Customer service or contact centre experience (2 years preferred)
  • Excellent communication skills – able to interact effectively at all levels
  • A positive attitude and strong work ethic
  • Confident, professional phone manner
  • Able to work in a fast-paced environment with the ability to provide information quickly and clearly
  • Confident in dealing with customers over the telephone – often in difficult circumstances
  • Friendly and empathetic, with good active listening skills
  • Ability to problem solve and provide customers with options in line with our client and company guidelines
  • Confident negotiator to achieve the shortest arrangements to fulfil client requirements
  • Previous practical office administration experience
  • Attention to detail
  • Being comfortable in using a variety of technologies and software systems
  • You will work to procedures and policies designed for the team

It's great to know that you are interested in working with us at Bristow & Sutor. As a prospective employee, it is important that everyone who works for us is committed to our values. We are all accountable, we are transparent, we are respectful, and we always behave with integrity.

The successful applicant would be required to undertake a DBS and CCJ/IVA check before an offer of employment is made.

Bristow and Sutor Group is an equal opportunities employer. It promotes a culture where diversity is valued, respected, and built upon, attracts and retains a workforce based on merit and ability, and is reflective of the communities it is part of.

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