Call Centre Agent

**Job Title: Call Centre Agent**

**Salary: From £24,000 DOE plus attractive bonus scheme**

**Location: Northampton**

**About Us**

APN Group is a group of companies with a shared purpose, we are committed to changing the landscape of debt recovery for the better. With a focus on integrity and intelligence, we provide clients with tailored solutions that prioritise ethical practices and effective outcomes.

From litigation to court order enforcement, we offer a comprehensive suite of services designed to meet the diverse needs of our clients. By leveraging data and analytics, we empower both public and private sector partners with real-time insights to navigate debt resolution with precision and confidence. We are seeking individuals who share our values, embrace change, and are eager to contribute to a dynamic and rapidly growing organisation.

Join us on this exciting journey as we continue to break new ground and make a positive impact in the world of debt resolution.

**About the role**

Reporting to the Contact Centre Manager as a Call Centre Agent at TRACE Debt Recovery, you will be a part of a rapidly growing team responsible for negotiating payments with debtors, assisting debtors with the resolution of their debt issues and by providing guidance and advice in accordance with agreed KPIs, business objectives and targets.

**Duties & Responsibilities**
- Taking and making telephone calls to customers to resolve outstanding debt issues on behalf of our clients.
- Providing guidance and assistance to customers in respect of their debts, resolving queries and disputes and providing guidance and assistance to the customer where appropriate.
- Correctly identify and manage customers as having a potential vulnerability ensuring that relevant guidance and advice is provided and the case is escalated internally or to our client as per guidelines.
- Where appropriate, negotiating full payment of the debt and fees or establishing an affordable repayment arrangement to clear the debt within internal and client policies and business rules.
- Manage each call-in compliance with TRACE policy, training and guidelines ensuring customers are provided with accurate information and all calls are correctly and accurately updated and noted on internal systems.
- Ensure compliance with all relevant standards, policies and processes such as Data Protection, Ofcom and PCI Compliance.
- Consistently meet or exceed minimum collections and performance standards and KPIs.
- Maintain regular consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health and safety procedures.
- Assist with other office duties if required by the business.

**Skills, Knowledge and Experience**
- Exceptional verbal and written communications skills
- Excellent negotiation skills with the ability to manage difficult and challenging customers in a calm, non-emotional manner
- Well organised with a high-level attention to detail and accuracy
- Technically proficient
- Strong track record of consistently achieving or exceeding targets
- Ability to work under pressure in a highly challenging office environment
- Flexible with excellent interpersonal skills

**Technical Qualifications/Requirements (preferable)**
- Experience of working in a call centre or customer service environment
- Knowledge of debt collection / management especially in a parking related environment would be an advantage
- Good level of written English and mathematic skills

Pay: From £24,000.00 per year

Additional pay:

- Bonus scheme

**Benefits**:

- Employee discount
- Free parking
- On-site parking

Schedule:

- Day shift
- Monday to Friday

Work Location: In person