Call Centre Agent

at  DLC

CALL CENTRE AGENT, TELFORD, TF3 4NT

We are proud to announce that Encore Capital Group, which dlc is part of, is Great Place to Work-Certified™ in Costa Rica, France, India, Portugal, the United Kingdom and the United States.
dlc are currently looking to grow our team of Call Centre Agents within our Telford office, starting 3rd March 2025. We are looking for team players who match our enthusiasm, work ethic and our outlook to 5-star customer service.

As a Call Centre Agent at dlc you will:

• Handle inbound and outbound calls.
• Use active listening skills and questioning techniques to support our customers on their route back to financial health.
• Have empathy and resilience, be comfortable talking about difficult subjects and be able to deliver difficult news with care.

You’ll begin the role with a 4-week training programme. You’ll learn about vulnerability and support needs, signposting, regulation and how to use our systems, along with effective questioning to deliver the right outcome for the customer and business. This will be based in our Telford office, Monday – Friday: 9am – 5pm.
Once you’re ready to go, you’ll move into our weekly shift patterns, with the option to choose either a 37.5 or a 40-hour contract. Our opening hours are between Monday – Friday between 8am – 6pm. We have several different campaigns, depending on which campaign suits your skill set, you may be required to work on a Saturday between 8am-1pm. This will be at most, one in four Saturdays.

• Salary from £24,091 (based on 40 hrs per week) & rising depending on experience.
• 31 days holiday (pro rata) - including all bank holiday.
• Discount and cash back on hundreds of high-street shops.
• Fun incentives – including seasonal parties, team breakfast’s, pizza days, and games to name a few!
• Hybrid working - once you’re fully competent and confident in your role, we operate a hybrid working business, offering employees the ability to blend between office and home working for a better work life balance