Telephone Agent

**About ARC Europe Ltd**

ARC Europe Ltd is a successful and highly-respected debt collection agency based in Walton-on-Thames, Surrey, established in 2001 and fully FCA authorised since March 2016.

Working across multiple sectors we have built a strong reputation for delivering exceptional customer service. Being a values based business we pride ourselves on having a well-trained and motivated workforce committed to delivering excellent outcomes.

The position available is in the company’s biggest department, the collections team. The team is friendly and welcoming and provide support to one and other on a daily basis.

Starting basic salary is £22K - £24k per annum based on experience, reviewed upon passing probation (6 months), additional bonus would give an OTE of over £30k. Annual pay reviews based upon individual and company performance.

**Our Company Values**

Trust - We collect our clients money and put their reputation at risk, they need to know that they can trust us implicitly. Similarly, we want staff to trust the company they work for, that we will look after them and treat them fairly.

Customers - Debt happens to many of us and by helping our customers understand their options and deal with the matter in a supportive and professional way, will help them take back control of their finances and they will feel better for it and so will we

Team - By working as a team, and putting the success of the Team’s goals first, we will create a collaborative and supportive environment united in purpose.

Pride - We should all take pride in what we do, try to do our jobs to the best of our ability. Taking pride in what you do will give you significantly increased job satisfaction and help drive trust and respect with clients, customers and each other.

Respect - We want to be a company that respects our clients, our customers and each other. By doing this we will gain respect from clients, customers and each other.

**Benefits**
- Casual dress
- Company pension
- Wellness programme
- Monthly food allowance through JustEat
- 28 days annual leave, incl. Bank Holidays, per annum, with an additional day per year of service (capped at 33 days, rewarded based on performance).
- Employee Assistance programme
- Attractive bonus
- Incentives and performance rewards
- Company Events
- Welcoming working environment

**About the Role**

This is a full time & permanent position, based in our offices in Walton-On-Thames, Surrey. The current working hours are two shift patterns:
Monday-Friday

8.30am - 5:00pm

10am - 6.30pm

Saturday (one per calendar month)

9.00am - 1:00pm

The role requires you to remain professional, polite and understanding towards customers, some customers may be more challenging than others but you will be fully trained before we ask you to make your first phone call. You will receive ongoing support and training within the role to enable you to continue to grow and succeed.

A day in the life:

- Making inbound and outbound calls though a dialler system to discuss repayments
- Speaking to customers on live chat
- Taking payments
- Negotiating payment arrangements if a customer cannot pay in full
- Completing basic affordability checks and income and expenditures forms
- Sign-post customers with financial difficulties to not-for profit debt agencies
- Update accounts status and ensure all notes are correct on our systems
- Deal with customer queries and handle disputes
- Identify vulnerable customers

Previous experience is not required for this role, our training team will provide a bespoke training programme to ensure you have the skill set and knowledge you require to be successful.

**About you**
- Customer service or retail experience (2 years preferred)
- Excellent communication and people skills
- Confident phone manner
- Friendly and empathetic, with good active listening skills
- A positive attitude and reliable
- Able to work in a fast-paced environment with the ability to provide information quickly and clearly
- Ability to problem solve and provide customers with options
- GCSE or equivalent (preferred)

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

**Salary**: £22,000.00-£24,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Health & wellbeing programme

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

- Walton-On-Thames: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- Retail sales: 2 years (preferred)

Work Location: In person