Job Description
Contact Centre Agent
Location: Staffordshire (Hybrid following probation)
Salary: £24,570 + uncapped commission
Hours: Full-time
We are seeking a motivated and resilient Contact Centre Agent to join the Customer Hub of an established organisation operating within the financial services sector. This role offers the opportunity to work in a fast-paced, customer-focused environment, supporting individuals to resolve outstanding balances through fair and affordable payment solutions.
Our client provides services to public sector organisations across the UK and is committed to maintaining high standards of customer service, compliance, and professionalism. They offer a structured environment with clear expectations, ongoing training, and opportunities for development.
Benefits as a Contact Centre Agent:
£24,570 basic salary + uncapped commission
Hybrid working model (3 days office / 2 days home after successful probation)
25 days annual leave plus bank holidays
Mandatory office shutdown between Christmas and New Year
Dedicated 2-week training programme
Flexible shift patterns
Company pension scheme
Company sick pay scheme
Free onsite parking
Key responsibilities as a Contact Centre Agent:
Handle inbound and outbound customer contact via telephone, email, and live chat
Collect overdue payments and agree affordable payment plans in line with client instructions
Assess customer financial circumstances and tailor solutions accordingly
Maintain a professional, empathetic, and assertive approach in all interactions
Work collaboratively to achieve individual and team performance targets
Accurately update internal systems and maintain detailed case notes
Ensure compliance with regulatory, data protection, and internal policies
Requirements as a Contact Centre Agent:
Minimum of 1 year’s call centre experience, including objection handling and negotiation
Proven customer service experience
Strong written and verbal communication skills
Confident IT user with the ability to learn new systems quickly
Resilient, self-motivated, and target-driven
Strong negotiation and problem-solving skills
Positive attitude with strong attention to detail and multitasking ability
Successful candidates will be required to complete relevant background checks prior to employment.
Apply today to discuss the role in more detail