Customer Service Representative

Flexibility is key to success in our business and many of our staff work flexibly in many different ways, including part-time, compressed hours, flexible location. Please talk to us about what flexibility means to you and don’t let anything stop you from applying.

**More about Opos as a company**:
Opos is a leading provider of debt collection and BPO services in the banking, utility, telecoms and retail finance sectors. We provide consumer and commercial collections expertise to a number of Key Clients within the United Kingdom, from our state of the art service centre in West Dunbartonshire.

At Opos, how we work is as important as the job we do. Our values are at the heart of who we are, and its no surprise to us that Fun is one of these core values (defined by our teams). We love that our teams enjoy work, support one another and that our workplace is friendly and inclusive. Our leaders lead by example so you can expect to feel supported and encouraged working with us.

Founded in 2008, Opos has grown from strength to strength in what is a highly competitive and stringently regulated environment through a continued commitment to excellence, development and an ethical approach to collections.

We are authorised and regulated by the Financial Conduct Authority. We are members of the Credit Services Association as well as founding members of the Scottish Compliance Forum.

Opos is proud to be a leader in driving best practice across the financial services industry and our tailored approach to each of our clients ensures that the best outcomes for them, and their customers, are at the forefront of every decision we make.

**Main criteria**:

- Hours: Our business currently operates between the hours of 9am and 7pm.
- We are currently closed on at weekends.
- Immediate start date available.
- Based in Dumbarton

**What will you get?**
- Yearly Salary starting at £23,400 (£12 per hour)
- Performance Bonus (paid monthly)
- Fixed shift pattern for FT employees
- Flexible working schedule that is considered on a case to case basis
- Home working can be discussed on a case to case basis
- Structured career progression to move into a higher-level position
- 28 Days Paid Holiday
- NEST pension scheme
- In job qualifications
- Internal Incentive programme (over and above bonus scheme)
- Robust & structured training provided (3-week training programme)
- Free car parking & local access to transport links

**What are we looking for?**
- Personality is important - Listening & questioning skills, empathy, building rapport
- Upbeat, enthusiastic and friendly people
- Motivated to give excellent customer service
- People who want to learn, grow & progress
- Be confident using a computer and phone
- Ability to work independently & also in a team
- Previous experience is desired but is not essential for this role

**What will you do?**
- Key Responsibilities:_
- Inbound & outbound calls
- Offering solutions and advice to deal with customers’ financial situation
- Assessing a customer’s affordability
- Identify & manage vulnerable customers
- Taking payments and setting up payment plans
- Negotiating the settlement of outstanding customer debt
- Work towards performance and quality targets
- Manage customer accounts on the computer whilst speaking on the phone

Any questions please do not hesitate to contact us on 0141 428 3990

**Customer feedback**:
5* - Agent was a great help and was very friendly. Didn't feel nervous ringing to sort my debt at all.

5* - Great agent from the customer care team explained everything clearly and understood what I needed and an all round nice bloke too.
Credit to the company

5* - Agent was extremely helpful and understanding, was time consuming and the connection was poor but the matter was resolved, stress free.

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

Pay: From £23,400.00 per year

**Benefits**:

- Additional leave
- Casual dress
- Company pension
- On-site parking

Schedule:

- Day shift
- Monday to Friday

Supplemental pay types:

- Bonus scheme
- Performance bonus

Work Location: In person