Contact Centre Agent

Working pattern: Hybrid (3 days in office and 2 days remote)

At Dukes, we're proud to be recognised for our culture, fairness and commitment to doing the right thing for our people and for the communities we serve.

Dukes is externally certified as a Great Place to Work , based entirely on feedback from our team. Dukes is a Disability Confident Employer, committed to fairness, accessibility and equal opportunities.

About the role

As a Contact Centre Agent, you will be responsible for handling inbound or outbound calls, live chat, and
emails, to collect overdue payments and arrange payment plans. The role is challenging yet rewarding as
you'll be dealing with a variety of customers with different financial situations each day and tailoring solutions
to help them reach the best and fairest resolution for their circumstances.

Working in a team of 15, you'll collaborate and share best practice techniques to help you to build your
problem solving and negotiation skills even further. Demonstrating expert listening and questioning skills, you'll
support our customers by providing tailored affordable payment solutions, whilst adhering to clients'
instructions. You will work towards our company goal - helping people get out and stay out of debt.

To help launch your career in financial services we'll provide you with in-depth induction training where you'll
quickly become an expert on the enforcement industry, our systems, and clients. Following the completion of
your probation we'll help you to develop your skills even further and for those who want to progress, create the
right opportunities. With a clear grading structure and promotional opportunities available, we're keen to
identify talented people and help them move to the next level.

In our recent employee opinion survey 100% of Contact Centre Agents recommend Dukes as a great place to
work!

Job summary

Handle inbound and outbound customer calls, live chats, and emails

Negotiate and arrange affordable payment plans

Follow client instructions and adhere to compliance requirements

Provide tailored solutions to help customers resolve debts fairly

Work collaboratively to share best practices and improve results

Maintain accurate customer records and update systems promptly

Contribute to Dukes' mission: helping people get out and stay out of debt

Experience

• A minimum of 1 years' Call Centre experience/objection handling and negotiating
• You will be IT literate and computer savvy
• Proven customer service experience
• You will display good written and verbal English.

Skills / attributes

• Expert listening and effective communication skills (written and verbal)
• Resilient - this role can be challenging but you know how to bounce back from adversity
• Self-motivated, driven to achieve targets
• Assertive, compassionate, reliable
• Strong negotiation skills
• You have a desire to help others and you take pride in demonstrating exceptional customer service.
• A positive and friendly attitude and strong team player skills
• Keen attention to detail and the ability to multitask, learn fast and adapt to chang

Salary & Benefits Grade: 2C - Fee Earner

Salary: £26,250 per annum plus a lucrative, uncapped commission scheme

Hybrid working model (3 days in office, 2 from home after probation)

25 days annual leave, plus bank holidays

Dedicated 2-week induction training programme

Flexible shifts to support work-life balance

Mandatory office shutdown between Christmas and New Year

Company Pension Scheme

Company Sick Pay Scheme

Mental Health Champions and wellbeing initiatives

Free onsite parking

Social events and casual dress days

Not quite the role for you?

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