Overview
Call Centre Agent, Glasgow G2 7HF, a short walk from Glasgow Central Station – Starting 3rd November. Wescot Credit Services are seeking dedicated Call Centre Agents to join our TSB team. This is an opportunity to become a valued member of the team.
In this role, you will be the first point of contact for vulnerable customers, providing them with the support and empathy they need to navigate their financial challenges. You’ll handle both inbound and outbound calls, using your empathy and resilience to build rapport and help customers find affordable repayment solutions.
Company: Wescot Credit Services (part of Encore Capital Group)
Key Responsibilities
* Provide 5-star customer service, you will be the first point of contact, offering compassionate and professional support.
* Identify vulnerable customers, recognise signs of vulnerability and ensure the right support is given.
* Handle inbound and outbound calls, supporting customers through their financial struggles with care and understanding.
* Conduct detailed affordability assessments, assessing each customer’s affordability before setting up payment plans.
* Create tailored repayment plans to help customers create affordable options to get them back on track.
* Update multiple systems, accurately recording customer interactions and outcomes across various internal systems, ensuring data is up-to-date and compliant with regulatory standards.
* Collaborate with colleagues, share insights and best practices, contributing to a supportive team environment.
Salary and Benefits
* Salary: Starting from £25,396.80 and progressing to £26,856.80 (based on experience and a 40 hr contract).
* Bonus: Monthly bonus with potential to earn around an extra £2,000 per year.
* Shifts: Monday to Friday 8am–8pm and Saturdays 9am–5pm on a rotational shift pattern; 2 in 4 Saturdays with a day off during the preceding week.
* Training: 6 weeks with a dedicated L&D Trainer.
* Benefits Include: 31 days holiday including bank holidays; discounts and cash back on high-street shops; optional private healthcare plan (BUPA); monthly incentives; ongoing development; hybrid office/home working option after competence/full training.
Requirements and Considerations
* Roles involve handling calls with empathy and resilience; experience in customer service is implied but not explicitly listed as a formal requirement.
* Location: Glasgow, Scotland. The listing notes regulatory checks (credit and criminal background) prior to interview; CCJ/IVA/Bankruptcy status may affect eligibility.
We are proud to announce Encore Capital Group’s recognition as a Great Place to Work-Certified in several countries. Diversity and inclusion are important to us; we value diverse talent and a culture that includes everyone.
Note: The listing also references other roles and postings; this refined version focuses on the Call Centre Agent role to ensure clarity and relevance. IsExpired: false
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