Contact Centre Representative

CONTACT CENTRE REPRESENTATIVE
Be the voice of support. Drive resolution. Make a difference.
Are you passionate about delivering exceptional customer experiences while playing a key role in business success? Join our team as a Customer Collections & Service Specialist, where your communication skills, empathy, and problem-solving mindset will help customers find the right solutions — and keep our business moving forward.
Hours: 37.5 hours per week
Shift pattern: working 5 days a week, between Monday - Sunday, an 7.5 hour shift between 08:00 - 20:00
Salary: £24,004.50 per annum (£12.31 per hour), with the potential to earn up to 20% additional through KPI-based bonuses. On-target earnings are expected to reach between £28,000 and £30,000 annually.
Location: Norwich-Hybrid
Start Date : 03/11/2025
Appello Perks

• 233 hours holiday rising to 248 hours with length of service. This includes bank holidays that you will work if rota'd.
• We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
• 24/7 employee assistance programme with an easily accessible app
• Family and friends' discounts on our services & products
• Pension Scheme, up to 3% Company matched
• Free on-site parking

ABOUT YOU

You're a natural people person with a passion for delivering great service and solving problems. With a solid background in customer service, you know how to listen, empathise, and turn challenges into positive outcomes. Whether it's handling a tricky payment query or navigating a complaint, you stay calm, professional, and focused on finding the right solution.

You're tech-savvy, confident using CRM systems and Microsoft Office, and you bring a sharp eye for detail to everything you do. Organisation is your superpower — you stay on top of tasks, keep accurate records, and never miss a beat.

What really sets you apart is your emotional intelligence. You build strong relationships, communicate clearly, and always aim for win-win outcomes. You're self-motivated, resourceful, and ready to raise the bar when it comes to quality and performance.

Bonus points if you've worked with third-party payment platforms or know your way around C365 products — but if not, you're eager to learn and grow.

WHAT YOU'LL DO

In this dynamic, people-focused role, you'll be the first point of contact for customers with payment queries or overdue accounts. You'll listen, understand, and work with them to find fair, sustainable solutions — all while protecting our brand and supporting our cash flow. You'll also handle a variety of customer service and admin tasks that keep our operations running smoothly.

You'll be at the heart of our customer relationships and financial health. By reducing aged debt, identifying risks early, and building trust with every interaction, you'll directly contribute to our growth and stability.

YOUR DAY TO DAY WILL INCLUDE

• Engaging with customers via phone, email, and digital channels to resolve payment issues with professionalism and care.

• Negotiating realistic repayment plans that balance customer needs with business goals.

• Keeping accurate records of all interactions and agreements in our systems.

• Monitoring overdue accounts and taking timely action to recover outstanding balances.

• Escalating complex or sensitive cases to the right teams when needed.

• Staying compliant with policies, regulations, and service standards.

• Hitting performance targets across recovery, quality, and customer satisfaction.

• Handling difficult conversations with empathy, fairness, and confidence.

• Spotting trends and suggesting improvements to make our processes even better.

• Taking part in regular training to stay sharp and informed.

• Collaborating with your team to share knowledge and celebrate success.

READY TO APPLY

If you are interested in this role please upload your CV and answer a few questions about yourself. For more hints and tips check out our guide here

OTHER INFORMATION

This is an exciting time at Careline365 part of the Appello group - we are a company on the move and now is a perfect time to join our team. You'll gain exceptional career opportunities and will be part of a company that is continuing to expand.

We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.

If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on

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