Complex Customer Team Agent
Tachbrook Park (Hybrid)
Permanent, Full-Time
About the Role
We are looking for a highly motivated and customer-focused Complex Customer Team Agent to join our team based at Tachbrook Park.
This is a pivotal role supporting some of our most complex customers—those with unique requirements that cannot be managed at a regional level. You will take full end-to-end ownership of a portfolio of accounts, including onboarding, query resolution, payment management, and debt collection.
You will work in a dynamic, real-time environment, helping to shape and uphold high service standards, performance targets, and quality outcomes. This is a fantastic opportunity for someone who thrives on variety, ownership, and customer engagement.
Shift Pattern:
You will work on a rotating schedule with shifts of:
* 8:00am – 4:30pm
* 8:30am – 5:00pm
* 11:30am – 8:00pm
You will also work one Saturday out of every seven (9:00am – 1:00pm) and one Bank Holiday per year. For any Saturday or Bank Holiday you work, you will receive time off in lieu.
Key Responsibilities
* Manage a portfolio of complex customer accounts from setup through to debt recovery.
* Proactively resolve customer queries, using strong objection-handling skills to navigate challenging conversations.
* Collaborate with the collections team on debt handovers as per the defined process.
* Ensure CRM systems are accurately updated to reflect customer interactions and account status.
* Maintain strong working knowledge of all relevant processes, adapting quickly to changes.
* Identify and escalate issues preventing payment or debt resolution.
* Negotiate and validate payment plans where applicable.
* Monitor and respond to payment trends, escalating as needed for credit checks.
* Provide regular performance updates and key indicators to team leads.
* Champion process improvements and raise opportunities for change where identified.
Key Skills & Experience
Essential:
* Proven experience in customer service, payment processing, and debt collection.
* Confident communicator with strong interpersonal and objection-handling skills.
* Resilient, proactive, and able to work to personal and team targets.
* Strong organisational skills and attention to detail.
* Able to prioritise tasks and use initiative in day-to-day responsibilities.
* A collaborative team player who contributes to team success and KPI achievement.
Desirable:
* Working knowledge of SAP and Salesforce.
* Experience within a service-based or debt collection team.
Why Apply?
This is an excellent opportunity to step into a customer-facing role with real responsibility, autonomy, and the chance to make a tangible impact on customer satisfaction and business performance. If you are passionate about delivering excellent service, solving problems, and driving process improvements, we'd love to hear from you.