Contact Centre Agent

Contact Centre Agent

Location: Stone, Staffordshire (Hybrid working available after probation)

Salary: £26,000 basic + uncapped commission

Hours: Full time | 37.5 hours a week, across a rotating shift pattern:

08:00-16:30/ 09:30-18:00/ 12:00-20:00

Saturday: 08:00-14:00 (rota-based)

Contract: Permanent

The Role

We are recruiting multiple Contact Centre Agents on behalf of a growing, values‑led organisation within the enforcement and regulated financial services sector. Due to recent contract wins and ongoing business growth, this is an excellent opportunity to join a stable employer offering long‑term career prospects.

This role involves managing inbound and outbound customer contact via telephone, email, and live chat, supporting individuals to resolve outstanding balances through ethical, compliant, and affordable payment arrangements. Calls can be emotionally challenging at times, so resilience, empathy, and professionalism are essential.

You'll be part of a supportive, close‑knit contact centre team based at the organisation's Stone head office, working collaboratively to deliver positive customer outcomes while meeting performance targets.

You'll receive a comprehensive induction programme covering systems, compliance requirements, and industry knowledge. Ongoing coaching and development are provided, with clear opportunities for progression as the business continues to grow. This role would suit someone looking to build a long‑term career within financial services or enforcement operations.

Key Responsibilities

• Handle inbound and outbound customer contact across phone, email, and live chat
• Engage confidently with customers, including those in difficult or sensitive financial situations
• Agree realistic and sustainable payment plans in line with policies and client instructions
• Accurately manage case notes, records, and CRM systems
• Work to strict compliance, audit, and regulatory standards
• Contribute to team performance through collaboration and best‑practice sharing

Skills & Experience

Essential:

• At least 1 year's experience within a call centre, customer service, or regulated collections environment
• Confident objection handling and negotiation skills
• Strong IT and organisational skills, with the ability to manage detailed case notes
• Excellent written and verbal communication
• High resilience and the ability to manage challenging and sometimes abusive conversations professionally
• This role is subject to BPSS checks, including DBS, credit checks, right‑to‑work verification, and employment references for the past three years. Passing these checks is a mandatory requirement.

Desirable:

• Experience in enforcement, regulated financial collections, or similar compliance‑driven environments

Key Attributes:

• Personable, positive, and team‑focused
• Ethical and customer‑centric approach to collections
• Compassionate, assertive, and reliable
• Target‑driven with strong attention to detail
• Alignment with a strong family‑values‑led culture

Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.