Contact Centre Agent

Contact Centre Agent

Location: Stone, Staffordshire (Hybrid working available after probation)

Salary: £26,000 basic + uncapped commission

Hours: Full time | 37.5 hours a week, across a rotating shift pattern:

08:00-16:30/ 09:30-18:00/ 12:00-20:00

Saturday: 08:00-14:00 (rota-based)

Contract: Permanent

The Role

We are recruiting multiple Contact Centre Agents on behalf of a growing, values‑led organisation within the enforcement and regulated financial services sector. Due to recent contract wins and ongoing business growth, this is an excellent opportunity to join a stable employer offering long‑term career prospects.

This role involves managing inbound and outbound customer contact via telephone, email, and live chat, supporting individuals to resolve outstanding balances through ethical, compliant, and affordable payment arrangements. Calls can be emotionally challenging at times, so resilience, empathy, and professionalism are essential.

You'll be part of a supportive, close‑knit contact centre team based at the organisation's Stone head office, working collaboratively to deliver positive customer outcomes while meeting performance targets.

You'll receive a comprehensive induction programme covering systems, compliance requirements, and industry knowledge. Ongoing coaching and development are provided, with clear opportunities for progression as the business continues to grow. This role would suit someone looking to build a long‑term career within financial services or enforcement operations.

Key Responsibilities

Handle inbound and outbound customer contact across phone, email, and live chat
Engage confidently with customers, including those in difficult or sensitive financial situations
Agree realistic and sustainable payment plans in line with policies and client instructions
Accurately manage case notes, records, and CRM systems
Work to strict compliance, audit, and regulatory standards
Contribute to team performance through collaboration and best‑practice sharing

Skills & Experience

Essential:

At least 1 year's experience within a call centre, customer service, or regulated collections environment
Confident objection handling and negotiation skills
Strong IT and organisational skills, with the ability to manage detailed case notes
Excellent written and verbal communication
High resilience and the ability to manage challenging and sometimes abusive conversations professionally
This role is subject to BPSS checks, including DBS, credit checks, right‑to‑work verification, and employment references for the past three years. Passing these checks is a mandatory requirement.

Desirable: