Contact Centre Call Advisor

**Do you have a genuine desire for good customer service and want to make a difference by helping customers with their debt?**

**If this sounds like you, we're recruiting for our next cohort of super Contact Centre agents to join the BW family on Monday 6th January 2025.**

At BW Legal, our Contact Centre agents work to the highest standard. Our customers deserve the best experience from their initial call through to their case's conclusion. You'll be at the heart of our customer experience, so you'll need to have great people skills and a natural flair for helping to find the right solution for their account.

On a typical day, you'll speak with customers over the telephone to assist them in identifying the right solution to manage their accounts. You'll handle calls across different debt types, scenarios and sectors, including financial

services, energy, parking, and telecommunications.

**What sets us apart?**

We're not just a workplace; we're a family. As a Gold accredited Investors in People organisation, we value your growth and development. Our accredited L&D training programmes support you at every stage of your career with us. We offer job stability and room for professional growth. And let's not forget our incredible package of financial rewards and benefits

You don't need to have any telephone-based experience. We are one of the most diverse employers in Leeds, and we welcome applicants of all backgrounds. All you need to have is a passion for good customer service, great communication skills, and a willingness to learn.

**Training**

We understand that everyone learns differently, so we put a range of tools in place to enable your success. Each day's training is varied, with some group learning, side-by-side time with experienced agents, as well as classroom-based sessions, with each shift ending with a check-in on how the day went. We have dedicated coaches with you every step of the way throughout your time in our training academy.

When you're ready to join your team, you will be confident, knowledgeable, and ready to earn your BW Quality Assurance Bonus. You can also top up your earnings by taking advantage of overtime incentives.

**What we can offer you**:
**Competitive salary**: Work 30 hours for a starting salary of £19,700, with a £500 increase every six months based on performance.

**Bonus opportunities**: Earn from day one with our dedicated New Starter Incentive Bonus of up to £150 per month based on your performance and commitment to training. Beyond your training period, you can earn up to £275 per month through our BW Quality Assurance Bonus.

**Additional earnings**: Overtime opportunities, progression into coaching roles, and a monthly cash equivalent benefit, Reward Beans, are available to top up your income even further.

**Your working week**:
**Hours**: 30 hours a week, 6 hours a day, Monday to Friday. You'll also work 1 in 4 Saturdays from 9am-3pm, paid at an overtime rate. Additional overtime opportunities are available.

**Shifts**: During your initial training period, you'll work 9am-3pm. After this, you can expect a mix of 9am-3pm, 10am-4pm and 12pm-6pm shifts, with an equal balance of morning and afternoon shifts.

**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 Years 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

**Personal Growth Rewards**

Learning & Development Allowance - paid time to learn in work
Professional Qualifications - financial and study support

**Health Rewards**

Free Gym Membership
GP On Site access to a specialist prescribing GP who comes on site every fortnight
Health Cash Back Plan - generous cash back to manage your wellbeing, including dental, optical, combined therapy towards every day health costs
GP Anytime - access to 24/7 prescribing GP for you and your family
Employee Assistance Programme - 24/7 help line, including up to 8