Careers

Senior Contact Centre Agent

Start Date: 10/04/2025 | End Date: 30/04/2025

Salary: Up to £28,000 (DOE)

Job Title:                           Senior Contact Centre Agent

Department / Location:    Hybrid - Contact Centre, Leeds / Home Working

Reports to:                        Collections Team Manager

Hours of Work:                 35 hours per week (currently Monday to Friday between 8.00am and 6.00pm, with a 1-hour unpaid break for lunch)

Salary:                               Up to £28,000 per annum (dependant on experience)

PURPOSE & CONTEXT

This job specification does not replace the existing Contact Centre Agent role and rather describes the additional duties of a Senior Contact Centre Agent.

As a Senior Contact Centre Agent, you will be an integral part of the Contact Centre utilising your existing skills as a Contact Centre Agent to support your peers while continuing to perform day to day duties of a Contact Centre Agent.

You will already be consistently achieving the highest standards expected of the Contact Centre Agent role, including excellent Call Quality scores, productivity measures and attendance, and will be looking to develop your skills further towards a Team Manager or other leadership team role.

KEY RESPONSIBILITIES

• Day to day Contact Centre Agent duties
• Act as the team deputy when required, ensuring all reporting such as remedial action trackers & the Consumer Duty Tracker remain up to date
• Deliver Quality Assurance feedback in a timely manner ensuring any remedial actions are tracked and completed within SLA, and any trends in actions or individual performance concerns are escalated to the Team Managers
• Work closely with the Team Manager to ensure that agents with performance concerns are supported to regain competency
• Clearly document feedback and coaching in line with Team Manager expectations
• Work closely with the Contact Centre Trainer and Coaches to identify training/knowledge gaps and assist with embedding preventative actions within the team
• Act as a “buddy” for new starters welcoming them to the business providing various methods of support through live call listening and side by side coaching
• Act as an escalation point for complex calls, and support Team members by being their first point of contact for queries to ensure good customer and client outcomes
• Ensure that all client-specific workloads, such as the calls required spreadsheet are allocated and worked within SLA
• Actively review vulnerable cases across the Contact Centre promoting correct customer treatment and ensuring cases are closed and returned to clients when appropriate

The above is not an exhaustive list.

SKILLS / KNOWLEDGE & EXPERIENCE

• Extensive Contact Centre experience in a similar environment
• Experience providing coaching/training/feedback in a constructive manner
• Excellent communication skills
• Ability to adapt well to change and prepared to learn new skills
• Ability to recognise issues and remediate accordingly
• Ability to multi-task and work on own initiative, making informed decisions within area of responsibility
• Energetic and enthusiastic, with the ability to motivate and inspire
• In-depth knowledge of collection strategies and knowledge of requirements in terms of call handling, processes and systems
• Sound understanding of Contact Centre procedures including the Contact Centre Handbook

About us…

As one of the UK’s largest law firms dedicated to debt recovery, we play a crucial role in delivering real commercial results while preserving customer relationships. Recognised annually as one of the top-tier firms in the UK by The Legal 500, we are part of the Arrow Global Group, operating in five geographies with over 9 million customer accounts.

This is an opportunity to join an organisation committed to a personalised, client-focused service. Our office is in Leeds city centre, offering proximity to local amenities.

Your usual place of work will be Leeds, with the possibility of working from home, a reliable internet connection at your home address is required.

What we can offer you:

We offer a competitive salary and benefits package, including an excellent annual bonus scheme:

• 25 days holiday + bank holidays
• Length of service holidays (1 day per year up to 5 years)
• Life assurance (4 x annual salary)
• Company sick pay
• Income protection
• Private medical insurance
• Cycle to work scheme
• Pension scheme matching 5%
• Employee Assistance Programme
• Flexible benefits including dental plan, gadget scheme, buy and sell holidays, gymflex, and give as you earn.

We also have an employee recognition scheme and a charity foundation allowing employees to nominate registered charities for donations.

Apply now to shape your career path and join our talented teams. Benefit from fantastic training, support, and a great working environment.

Please note – we are an equal opportunities employer, authorised and regulated by the Solicitors Regulation Authority and Financial Conduct Authority. Pre-employment screening includes credit, fraud, criminal record, and 5-year reference checks.