Opos Limited – The Business
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.
We are looking for polite, outgoing and professional individuals who enjoy interacting with people. We will consider all backgrounds, if you've got the right skills for the job we want to hear from you. We encourage applications from the right candidates regardless of age, disability, gender identity, sexual orientation, religion, belief or race.
More information on Opos can be found at
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 £26,325 (£13.50 per hour)
* Fixed shift pattern for FT employees
* Structured career progression to move into a higher-level position
* 28 Days Paid Holiday with opportunity to earn additional leave based on tenure.
* Paid Half Day for Birthday
* Employee Of The Month Scheme
* Refer a Friend Scheme
* NEST pension scheme
* In job qualifications
* Internal Incentive programme (over and above bonus scheme)
* Robust & structured training provided (5-week training programme)
* Free car parking & local access to transport links
What are we looking for?
* Highly developed communication and influencing skills with ability to build relationships across all levels of the organisation, prospects and clients.
* Broad and pragmatic thinker, capable of quickly interpreting information and presenting arguments in a clear and reasoned way.
* Thorough and accurate, capable of identifying the key issues without getting lost in the detail.
* Processes driven ability to establish and maintain new relationships.
* Ability to challenge constructively and enforce appropriate boundaries.
* Accountable for own decisions and actions whilst respectful of the professional responsibilities of others.
* Politically astute, self-confident demeanour and mature social skills.
* Pragmatic, autonomous, self-motivated, self-starter.
* Dynamic, technology aware.
* Ability to work autonomously and within a team.
* Strong organisational and time-management skills, with the ability to prioritise competing demands while maintaining accuracy.
What will you do?
Successful candidates will be working in our recently refurbished office based in Dumbarton.
Key Responsibilities:
* Client Engagement
* To fully support the onboarding process and working with our Collections Manager/ Operations manager to ensure all required documentation is completed and thereafter actioned on the relevant systems prior to going Live.
* Work with all internal stakeholders to ensure that the service and reporting requirements of each Client is effectively delivered.
* Engage with existing clients to explore and develop additional opportunities.
* Attend all client engagement meetings either by phone or face to face, including minute taking and circulation of agreed actions.
* Ensure effective delivery of contractual Client KPIs and highlight any concerns to relevant internal stakeholders in a timely fashion.
* Monthly Performance Packs.
* Completion of Client Tender documents.
* Respond to ad-hoc client requests and manage shared mailboxes to ensure all correspondence is actioned promptly and accurately.
* Support the call floor by taking calls where required, ensuring call requirements are met, monitoring quality, identifying FAQs, emerging trends or potential issues, and providing feedback to improve service delivery.
* Proactively identify process improvements and client service enhancements, feeding back recommendations to internal stakeholders.
* Oversee post-handling processes to ensure all client-related correspondence is actioned accurately and promptly.
* Manage client accounts on an ongoing basis to ensure service delivery is complete, accurate, and without gap.
Reporting
* Support all RFP processes relating to new business and ensure all relevant sections are complete, accurate and consistent.
* Prepare standard and ad-hoc information and data reports to the Operations Manager and other stakeholders as required.
* Utilise in-house CRM to drive meaningful MI to evaluate and drive sales performance.
* Carry out client automation checks to ensure all files are processed correctly, managing any errors in a timely and effective manner.
* Maintain accurate audit trails of reporting and client communications to ensure transparency and compliance with internal and external requirements.
* Manage and maintain internal Held Report, ensuring any issues are identified, escalated, and resolved promptly
External Relations
* Where appropriate participate in external conferences, events and exhibitions to promote Opos and extend the contact network.
* Represent Opos in client audits, reviews, and industry forums to demonstrate compliance, professionalism, and promote best practice
If you are interested in our position then please apply through the Indeed website.
Any questions please do not hesitate to contact us on
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 £26,325.00 per year
Benefits:
* Additional leave
* Casual dress
* Company pension
* On-site parking
Work Location: In person