SLA & Adherence Agent – Manchester
Due to expansion, we are looking for an enthusiastic Agent to work in a modern busy Debt Recovery head office contact centre environment. Our client is an accredited and fully FCA authorised UK based specialist Debt Recovery Litigation law firm based in the heart of vibrant Manchester. Role is permanent and full-time (35 hours/ week) Monday – Friday.
Our client works on behalf of 7 of the Top 10 UK banks providing a range of services supporting customers in financial difficulties , it is part of a Top 20 UK legal services business founded in 1912 and operating out of 14 UK offices with over 2,500 members of staff.
You would join as part of a fast-paced and thriving team at the company’s Manchester office, responsible for engaging with Clients and Field Agents around the UK to monitor and co-ordinate activities, whilst maintaining the highest levels of service level agreements.
You will be the co-ordinator and main point of contact between commercial clients, head office and the field based collections agents around the UK. Therefore the role will involve a lot of communication and checking / monitoring procedures and ensuring standards ( service level agreements) are adhered to at all times and training needs are kept up to date.
Ideally you will possess call centre experience or have good telephone based customer service experience and also quality checking or quality assurance/ compliance knowledge and come from a regulated environment such as Debt Recovery, Legal, Banking or Finance having worked within FCA guidelines, compliance and regulations. You must be target driven and need to be very organised and efficient with strong admin skills.
Experience dealing with customers over the telephone is essential, as are excellent communication skills and a positive and professional telephone manner. A commitment to offering a high standard of customer service will be required, while knowledge of consumer or financial markets would also be advantageous.
A team player you will be looking to join a well-respected organisation in which you will find a supportive working environment and excellent routes for career progression.
Please note that all successful applicants will be subject to a Criminal Records Bureau check, a credit check and a Fraud Prevention database check.
In addition to your basic salary there is a competitive benefits package including pension, critical illness cover, health cash plan, death in service, discounted legal services, 25 days hols (this increases with length of service), discounted online shopping, discounted gym memberships and season ticket loans.
All applications will be reviewed within 2 working days and shortlisted candidates contacted within that time frame.