Contact Centre Agent
Halifax
full-time
Your future at coeo
Credit Resource Solutions (CRS), are an award winning, innovative UK debt recovery agency working on behalf of some of the largest UK Financial, Insurance and Utility companies.
You will play a vital role in supporting customers through sensitive financial situations by managing payment plans, handling disputes and providing tailored assistance to vulnerable customers – you’ll be the ear that listens to our customer's financial struggles, and the voice that guides them through. The role is responsible for delivering empathetic, professional, compliant customer service while upholding regulatory standards and company policies. It’s hard work, with a real focus on listening skills, ensuring we achieve fair outcomes that protect the customer’s wellbeing, strengthen trust and contribute to the organisation’s overall success.
Working Hours: Full-time - 37.5 hours per week. Part-time positions also available.
Shift patterns between 8:00am-6:00pm Monday to Friday, & 9:30am-12:30pm alternate Saturdays. NO LATE EVENINGS!
Your duties and responsibilities include:
You will play a vital role in supporting customers through sensitive financial situations by managing payment plans, handling disputes and providing tailored assistance to vulnerable customers – you’ll be the ear that listens to our customer's financial struggles, and the voice that guides them through. The role is responsible for delivering empathetic, professional, compliant customer service while upholding regulatory standards and company policies. It’s hard work, with a real focus on listening skills, ensuring we achieve fair outcomes that protect the customer’s wellbeing, strengthen trust and contribute to the organisation’s overall success.
Working Hours: Full-time - 37.5 hours per week. Part-time positions also available.
Shift patterns between 8:00am-6:00pm Monday to Friday, & 9:30am-12:30pm alternate Saturdays. NO LATE EVENINGS!
Your duties and responsibilities include:
- Handling high-volume inbound calls in a professional, empathetic and compliant manner
- Assessing customer circumstances and setting up affordable, sustainable payment plans
- Identifying and supporting vulnerable customers, applying appropriate measures in line with company policies and regulatory requirements.
- Recording accurate notes and updating customer accounts on the system following every interaction.
- Escalating complex cases, safeguarding concerns, or unresolved disputes to the appropriate teams.
- Meeting individual and team performance targets, including quality, compliance and productivity measures.
- Contributing to a positive team environment through collaboration and professional communication.
What you bring / your input
Ideal candidate requirements:
- Previous experience in a contact centre, customer service, collections or financial services role (preferred, but not essential).
- Excellent communication and listening skills with the ability to show empathy and build trust.
- Resilient and professional when handling challenging conversations.
- Ability to work within a fast-paced, target-driven environment, whilst maintaining high quality standards of compliance and customer care.
- Good organisational skills with strong attention to detail when updating systems and records.
- Strong customer focus, with the understanding of vulnerability indicators and a commitment to supporting customers in sensitive situations
- Confident using IT systems and learning new software quickly.
- Able to embrace 'in the moment' coaching to develop your skills and knowledge
Thanks for your application!
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