Join to apply for the Customer Service Agent role at Midland Credit Management, an Encore Capital Group Company
We are looking for individuals who are comfortable working in a professional, busy environment and who can handle inbound and outbound calls from customers with a focus on listening to achieve the right outcome while working towards KPI and quality standards.
What You’ll Be Doing
* We have a dedicated Training team, supporting you in small training teams over your 5 weeks Induction.
* Once completed, your exciting career step in role is fully structured with your new team members and leader.
* Handling inbound and dialler based outbound calls.
* Providing exceptional customer service via telephone.
* Confidently handle calls where you will talk about difficult subjects, support vulnerable customers, and deliver solutions with care and empathy.
* Hitting your call KPIs and quality standards.
* Tailoring affordable repayment plans to manage their debts, helping our customers on the road to financial recovery.
* Engaging customers on inbound and outbound calls providing exceptional customer service to promote financial stability.
Benefits
* Salary: from £26,421
* A performance related quarterly bonus, which is paid monthly - you could earn around an additional £400-£600 plus a month.
* Hybrid working: once competent, 3 days onsite and 2 days remote.
* 31 days holiday (pro rata) - including all bank holidays and the opportunity to take an additional five days’ unpaid holiday each year.
* Training: 5 weeks with a dedicated L&D Trainer supporting you.
* Fun Times: Summer and Christmas Parties, and more.
* Mandatory annual salary review.
* Company funded Health & Wellbeing Initiatives.
* Employee Assistance Programme – with access to remote physiotherapy, GP appointments, nutritionists, personal trainers, lifestyle coaches, legal support, wellbeing resources and more.
What We Look For
* Comfortable working in a professional, busy environment and handling inbound and outbound calls from customers.
* Focus on listening to achieve the right outcome for customers while meeting KPI and quality standards.
* Willingness to engage with customers to explore circumstances and provide solutions with empathy.
* Willingness to undergo required checks and ensure right to work in the UK.
Requirements & Compliance
* At MCS we’re regulated by our clients - any successful candidates will have to undergo a basic credit check and criminal background check.
* Please note that we’re unable to proceed to interview stage if a CCJ, IVA or Bankruptcy appears on a credit file, or if you do not have full right to work in the UK.
Note: See what your future colleagues say and explore location-specific opportunities as listed in the posting.
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