Call Centre Agent, Telford, TF3 4NT
dlc are currently looking to grow our team of Call Centre Agents within our Telford office, starting 6th October 2025. We are seeking team players who match our enthusiasm, work ethic, and outlook on delivering 5-star customer service.
As a Call Centre Agent at dlc, you will:
* Handle inbound and outbound calls.
* Use active listening skills and questioning techniques to support our customers on their journey to financial health.
* Communicate confidently and clearly, engaging with clients from all walks of life.
* Show empathy and resilience, comfortably discussing difficult subjects and delivering challenging news with care.
* Be process-driven, meticulous, and thrive in a fast-paced environment.
You will begin with a 4-week training program, where you will learn about vulnerability and support needs, signposting, regulation, system usage, and effective questioning to achieve the right outcomes for customers and the business. This training will be held at our Telford office, Monday – Friday: 9am – 5pm.
Once trained, you will transition into weekly shift patterns, with options for either a 37.5 or 40-hour contract. Our operational hours are Monday – Friday, 8am – 6pm. Depending on the campaign, you may be required to work on a Saturday between 8am-1pm, approximately once every three Saturdays.
Your package:
Our team at dlc has initiated several wellbeing-focused activities, including a Summer Party, Christmas Party, team outings, and fun events in our vibrant Telford office, emphasizing our commitment to feeling valued and well-being.
* Salary from £25,396 (based on 40 hrs/week) and increasing with experience.
* 31 days holiday (pro-rata), including all bank holidays.
* Discounts and cashback at hundreds of high-street shops.
* Fun incentives such as seasonal parties, team breakfasts, pizza days, and games.
We are passionate about supporting our local community through educational initiatives and charity events, including the 2025 Dragon Boat Race, which raised over £1,200, and our registration for 2026.
If you are interested in joining a company committed to its mission and your development, please apply to start your next chapter with us!
See what your future colleagues say: https://youtu.be/fM3-_4cqZdA?si=JtQgVJNc2KGROvZf
We are proud that Encore Capital Group, of which dlc is part, is Great Place to Work-Certified across multiple countries.
Diversity and inclusion are core values at dlc. We celebrate diverse talent and foster an inclusive culture where everyone can be themselves.
**Please note: As dlc is regulated by our clients, successful candidates will undergo a credit check and criminal background check. Candidates with CCJs, IVAs, Bankruptcy, or without full right to work in the UK cannot proceed to interview stage.
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