Senior Customer Call Centre Agent

Do you have prior experience in **handling complex customer accounts**? Are you organised, driven and able to take on **challenging cases**? If so read on, as an exciting opportunity has arisen for Case Managers to join our **busy call centre** in Kings Hill. Cabot Credit Management (CCM) is a market leader in credit management services including debt purchasing, contingency collections, business process outsourcing and litigation. We have a large call centre of Customer Consultants working with our customers everyday to tailor affordable repayment plans and help them become debt free. We are now looking for Case Managers with experience in dealing with more complex cases to join our Customer Operations department. The role of Case Manager is an exciting role in the business and has been developed to help us deliver our company mission "Creating pathways to economic freedom." As a Case Manager, you will be delivering a **superior service to our customers**, working with other departments and stakeholders in the business to manage more challenging, complex customer accounts. **Key responsibilities include**: - Handling complex accounts through a combination of specific worklists and tailored dialling activity - a complex account could be a high value customer, a resolved complaint / dispute account or a high asset forensic account. - Ensuring that the Cabot internal system is updated accurately with details of the customer conversations and agreements - Connecting all customer operations departments to the customer through high standard design and delivery - **Have experience within an FCA regulated environment**: - Be able to work alone towards deadlines - Have strong communication skills - Be very confident in Stakeholder management - **Have experience in dealing with varying types of customers and complex cases** We pride ourselves on our fair and ethical approach and helping each and every customer on their road to financial recovery, so if you are a highly organised and experienced customer service professional, who enjoys solving problems and would like to make a real difference to the customers you interact with, then this could be the role for you. **What can we offer you?** - A** salary of £29,016 to £30,576** plus opportunity to earn up to 25% of salary in bonus and fantastic benefits - **30 days holiday** (pro rata) including all bank holidays and the opportunity to take an additional 5 days unpaid holiday each year - Lots of opportunities to **top up your monthly income with overtime**: - **Discount and cash back** on hundreds of high-street shops - Insurance - healthcare cash back plan, travel insurance, life assurance - Lots of great monthly incentives where you can **win a range of prizes** including amazon vouchers and early finishes - **Two paid volunteering days** each year - these are great fun - **Hybrid working** Once our new starters are competent in their role, we operate a hybrid working business, offering employees the ability to blend between office and home working for better work life balance But we won’t compromise on support, whether you are in or out of the office and this will be available as and when you need it - Plus, this is an opportunity to join the **“Best Company to Work For”** as awarded to us at the Credit Awards You’ll spend the first 5 weeks in office for training Mon-Fri between 9:00am til 5:00pm. Once you’re ready to go you’ll move into our weekly shift patterns to ensure we’re there to support our customers when they need us. We’re open Mon-Fri between 8am-8pm and you’ll work every other Saturdays 9am-1.30pm and offer various patterns up to 40 hours per week 8:am - 3.45pm - one week 8:45am - 4:30pm - two weeks 1:00pm - 8:00pm - one week 9:00am - 1:30pm - every other Saturday - Please note that you need to be over 18 and we are unfortunately unable to accommodate any holiday during the first 6 weeks training period._ **Next steps**: CCAKNG