Customer Service Representative

Job purpose: Opos is a leading provider of debt collection and BPO services in the banking, utility, telecoms and retail finance sectors. We provide consumer and commercial collections expertise to a number of Key Clients within the United Kingdom, from our state-of-the-art service centre in West Dunbartonshire.

At Opos, how we work is as important as the job we do. Our values are at the heart of who we are, and its no surprise to us that Fun is one of these core values (defined by our teams). We love that our teams enjoy work, support one another and that our workplace is friendly and inclusive.

Our leaders lead by example so you can expect to feel supported and encouraged working with us.

Founded in 2008,

We are authorised and regulated by the Financial Conduct Authority. We are members of the Credit Services Association as well as founding members of the Scottish Compliance Forum.

Opos is proud to be a leader in driving best practice across the financial services industry and our tailored approach to each of our clients ensures that the best outcomes for them, and their customers, are at the forefront of every decision we make.

Successful candidates will be working in our recently refurbished office based in Dumbarton. You will be working on behalf of our clients to contact customers who have fallen into arrears to establish their situation, affordability & account resolution.

Key Responsibilities:

• Inbound & outbound calls

• Offering solutions and advice to deal with customers’ financial situation

• Assessing a customer’s affordability

• Identify & manage vulnerable customers

• Taking payments and setting up payment plans

• Negotiating the settlement of outstanding customer debt

• Work towards performance and quality targets

• Manage customer accounts on the computer whilst speaking on the phone

What will you get?

• Yearly Salary starting at £27,300 (£14 per hour)

• OTE of £31,500

• Performance Bonus (paid monthly)

• Home working can be discussed on a case to case basis

• Structured career progression to move into a higher-level position

• 28 Days Paid Holiday with opportunity to earn additional leave based on tenure.

What will I learn? Successful candidates will develop valuable communication, negotiation, customer support and financial administration skills within a professional office environment.

You will also be working towards achieving your Diploma in Customer Service at SCQF 6.

What qualifications or qualities are required?

• Personality is important – Listening & questioning skills, empathy, building rapport

• Upbeat, enthusiastic and friendly people

• Motivated to give excellent customer service

• People who want to learn, grow & progress

• Be confident using a computer and phone

• Ability to work independently & also in a team