Call Centre Agent

We're looking for Call Centre Agents to join our TSB Team. We are looking to speak with individuals who are comfortable working in a professional and busy environment and who are equally at ease making and taking calls from our customers when they want to talk to you.

As a Call Centre Agent at Wescot Credit Services you will be having conversations with TSB customers to support them in getting back to financial wellbeing. You'll be based at our perfectly placed Glasgow office a few minutes' walk from Glasgow Central train station.

In this rewarding role we'll support you to use your expertise and commitment to customer service in helping our customers achieve financial health. Your role will involve you:

• Using your listening skills to determine the needs of each customer you speak with.


• Using your empathy and resilience skills to talk about difficult subjects and be able to deliver difficult news with care.


• Tailoring affordable repayment plans to help our customers on the road to financial recovery.


• Handling inbound and dialler based outbound calls.


• Providing exceptional customer service via telephone.


• Working to call KPIs and internal quality standards.


• We'll ask you to work 1 in 4 Saturdays, but don't worry we'll give you a day off during the week prior to your Saturday shift.


To support you with this, our comprehensive six-week office-based induction on Monday-Friday between 9am -5pm means you will spend time learning how to use our systems and deal with our customers. We'll make sure you're fully prepared to speak to customers once you've hit the required quality structure. After training you'll move to support our customers when they need us. We're open Monday to Friday 8am - 8pm and Saturdays 8am - 5pm so you will work on a rotational shift pattern within those hours. You have the option of a 35, 37.5 or 40 hour per week contract.

If you have customer service experience and are looking for your next opportunity in Glasgow, then we may have just what you're looking for!

We are a contact centre-based business offering a range of financial services to a large number of blue-chip organisations - from complete outsource solutions to collections, recoveries and trace activity. We work on behalf of a number of banking, utility, telecoms and retail finance companies whose customers have fallen behind with their repayments. We then work with each individual customer to establish an affordable and sustainable repayment arrangement for the debt to support them to achieve financial health.

In 2017 we became part of Cabot Credit Management, which in turn is part of Encore Capital Group. Wescot has over 1,200 employees across 4 UK based locations - Hull, Glasgow, Saltcoats and Telford, our vision is 'to be the industry-leading trusted provider', and we know the only way to achieve that is through our people.

We are authorised and regulated by the UK Financial Conduct Authority. We are a member of the Credit Services Association and are proud to be at the forefront in helping to shape best practice standards for the industry.

Diversity and inclusion are very important to us at Wescot and we value diverse talent within our business. We want everyone to be themselves at work and encourage a culture that includes everyone.


• At Wescot we're regulated by our clients - as such, any successful candidates will have to undergo a basic credit check and criminal background check. Please note that we're unable to proceed to interview stage if a CCJ, IVA or Bankruptcy appears on a credit file, or if you do not have full right to work in the UK.
  
  It's our call centre teams amazing efforts, hard work and dedication that sets us apart from the rest, which is why we offer a competitive salary and benefits package, including:


• Salary from £24,624 rising depending on experience.


• Fantastic monthly bonus where you could earn around an additional £2000 per year!


• 31 days holiday including bank holidays.


• Discounts and cash back on hundreds of high-street shops


• Optional private healthcare plan (BUPA)


• Lots of great monthly incentives where you can win a range of prizes and rewards!


• Ongoing support and development from our in-house team


• Once you're fully competent and confident in your role, we operate a hybrid working business, offering employees the ability to blend between office and home working for better work life balance!