Customer Service Agent

Customer Service Agent

Mortimer Clarke Solicitors (MCS) is a specialist litigation law firm. We have been in business since 2007 and now employ over 170 people at our office in Worthing, West Sussex.

Benefits

• Salary: from £27,082
• A performance related bonus, paid monthly - you could earn an additional £400 £600 plus a month.
• Hybrid working: after competency, the pattern is 3 days onsite and 2 days remote.
• 31 days holiday (pro rata) - including all bank holidays and the option to take an additional five days of unpaid holiday each year.
• Training: 5 weeks with dedicated L&D train supporting you.
• Fun Times: Summer and Christmas parties and more.
• Mandatory annual salary review.
• Company funded Health & Wellbeing initiatives.
• Employee Assistance Programme - access to remote physiotherapy, GP appointments, nutritionists, personal trainers, lifestyle coaches, legal support, wellbeing resources and more.

Job Overview

MCS is looking for Call Centre Agents to join our team. The role involves handling inbound and outbound calls, providing exceptional customer service via telephone, supporting vulnerable customers, and delivering solutions with care and empathy. You will meet call KPIs and quality standards while tailoring affordable repayment plans to manage customers' debts and promote financial stability.

Responsibilities

• Receive dedicated training and induction (5 weeks).
• Work within a structured team with a leader after induction.
• Handle inbound and dialer based outbound calls.
• Provide exceptional customer service via telephone.
• Confidently discuss difficult subjects, support vulnerable customers, and deliver solutions.
• Meet call KPIs and quality standards.
• Tailor affordable repayment plans to manage customers' debts.
• Engage customers to promote financial stability.
• Explore customers' circumstances to provide appropriate solutions.

Working Hours

The first five weeks are in office training Monday Friday from 8 am to 4:30 pm. After training, work is based on the following weekly shift patterns (40 hour per week contract):

• Monday to Friday 8 am - 4:10 pm
• Monday to Friday 12 pm - 8 pm
• Monday to Friday 10 am - 6:10 pm
• 1 in 3 Saturdays 9 am - 1 pm

Please note we are unable to accommodate any holiday during the first four weeks of training.

Equality, Diversity and Background Checks

Diversity and inclusion are very important to us at MCS. We value diverse talent and encourage a culture that includes everyone. Candidates must undergo a basic credit check and criminal background check. We cannot proceed to interview if a CCJ, IVA or bankruptcy appears on a credit file, or if you do not have full right to work in the UK.