• Wescot Jobs Telford

    Customer Service Agent - Telford

    As a Customer Service Agent for Wescot in Telford, your role is to talk with our customers and set up affordable and sustainable repayment plans. You will use your listening and questioning skills to gain an understanding our customers individual circumstances and to agree the best course of action, recognising when your customer may require specialist support.


    You will also help customers by handling queries and carrying out regular reviews to make sure their payment arrangements are still suitable. This will involve dealing with a combination of inbound calls from customers and calls presented via our out bound dialer.


    Key responsibilities

    • Talking with our customers to understand their financial situation and identify solutions to deliver fair and appropriate customer outcomes
    • Setting up affordable and sustainable repayment plans, working with customers to help them understand the benefits of paying off their account in the shortest possible time
    • Delivering outstanding customer service - working within clear guidelines to optimise your performance across quality, productivity, efficiency and conversion rates
    • Making sure we treat customers as individuals, recognising those in financial difficulties and / or vulnerable situations. Where appropriate, recommending free debt advice or transferring the customer to one of our specialist teams


    Skills / Knowledge / Experience

    • Communication – excellent communication, listening and questioning skills
    • Team work – can work as an effective team member towards common goals
    • Personal Effectiveness – is self-motivated and takes responsibility for own achievements and development
    • Focus on Results – achievement orientated with the drive to succeed
    • Customer & Client Focused – takes personal responsibility for providing an excellent customer experience
    • Computer literate

    Hours: Monday- Friday between 8am-8pm and Saturday 9am-5pm. (2 from 6).


    Candidates can choose which contract suits them best with the following hours and salary rates;
    35hr - £16,730.27 (Pre-probation) - £17,254.31 (Post Probation)
    37.5hr - £17,925.28 (Pre-probation) - £18,486.75 (Post Probation)
    40hr - £19,120.30 (Pre-probation) - £19,719.20 (Post Probation)