Customer Service Representative

Location: Hybrid – 2–3 days in the office (Wellington Street, LS1)

Salary: £26,320 + up to 25% bonus (paid monthly)

We’re looking for motivated and empathetic Customer Service Representatives to join our team  this role, you’ll support customers in finding realistic and sustainable solutions to manage their outstanding balances. You’ll build strong relationships through active listening, clear communication, and a genuine desire to do the right thing for every customer. This is a fast-paced environment where no two conversations are the same, so adaptability and resilience are key.

Training (first 2 weeks): 08:30 – 16:30

Shift rotation (4-week cycle):

Week 1: 08:00 – 16:30

Week 2: 09:30 – 18:00 + Saturday 09:00 – 14:00 (WFH)

Week 3: 09:00 – 17:30

Week 4: 10:30 – 19:00

Hybrid pattern:
Alternates between 3 days in office / 2 WFH and 2 days in office / 3 WFH. All team members onsite every Wednesday.

• Communicate with customers and third parties to understand individual circumstances
• Use effective questioning and listening skills to identify solutions
• Negotiate affordable and sustainable repayment plans
• Manage inbound and outbound communications
• Maintain accurate records of all interactions
• Support vulnerable customers with empathy
• Handle complaints and disputes professionally
• Collaborate with the team and share best practices
• Work towards individual and team KPIs

• Strong communication and interpersonal skills
• Ability to build rapport and trust
• Resilience in a fast-paced environment
• Customer-first mindset with empathy
• Good negotiation skills and attention to detail
• Team player with a proactive attitude

• Competitive salary with monthly bonus
• 25 days holiday (increasing with service) plus BH