Are you a people person with a passion for helping others, solving problems, and delivering exceptional service?
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If you thrive in a fast-paced environment, enjoy building rapport with a variety of customers, and want to develop your negotiation and problem-solving skills, this is your opportunity to shine as part of our Customer Hub team.
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Role: Contact Centre Agent
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Contract: Full-time, 37.5 hour week
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Salary: £24,570 per annum plus uncapped commission
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Location: (Hybrid) Stone, Stafford
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Department: Customer Hub
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Reports to: Contact Centre Manager
Apply for a job as a Contact Centre Agent
A great company to work with
About the role
At Dukes, our Contact Centre Agents are the voice of our Customer Hub. This role is ideal for someone who enjoys helping people, thrives on communication, and takes pride in delivering fair and affordable solutions to our customers.
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You’ll be part of a dedicated team of 15, handling inbound and outbound calls, live chat, and emails. You’ll negotiate and arrange payment plans while following client instructions, ensuring customers leave the interaction with a tailored solution that works for their circumstances.
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With ongoing support and training, you’ll quickly become an expert in our systems, processes, and the enforcement industry. This role offers real progression opportunities for those keen to develop their career in financial services.
Contact our team today
Apply for a job as a bid writer working with a company with an excellent reputation. Get in touch with the recruitment team at Stone based Dukes Bailiffs Ltd today by calling us on 01785 825501.
Experience
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Minimum of 1 year’s call centre experience, including objection handling and negotiation
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Proven customer service experience
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Confident IT skills and ability to learn new systems quickly
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Strong written and verbal English
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Skills / Attributes
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Expert communication: active listening and clear, empathetic responses
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Resilient: able to stay positive and calm in challenging situations
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Self-motivated: driven to achieve personal and team targets
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Assertive and compassionate: confident in negotiating while remaining empathetic
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Reliable and professional: consistent, punctual, and dedicated
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Team player: supportive, friendly, and collaborative
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Attention to detail: able to multitask, learn fast, and adapt to change
Job summary
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Handle inbound and outbound customer calls, live chats, and emails
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Negotiate and arrange affordable payment plans
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Follow client instructions and adhere to compliance requirements
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Provide tailored solutions to help customers resolve debts fairly
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Work collaboratively to share best practices and improve results
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Maintain accurate customer records and update systems promptly
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Contribute to Dukes’ mission: helping people get out and stay out of debt
Key responsibilities
Grade: 2C – Fee Earner
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Salary and Benefits
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Salary: £24,570 per annum plus a lucrative, uncapped commission scheme
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Hybrid working model (3 days in office, 2 from home after probation)
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25 days annual leave, plus bank holidays
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Dedicated 2-week induction training programme
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Flexible shifts to support work-life balance
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Mandatory office shutdown between Christmas and New Year
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Company Pension Scheme
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Company Sick Pay Scheme
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Mental Health Champions and wellbeing initiatives
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Free onsite parking
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Social events and casual dress days