About the role
As a Collections Advisor, you will be responsible for engaging with customers over the telephone and delivering expert advice. However, this is not your ordinary telephone based role.
Here at BW Legal we do things differently:
- Working on behalf of a number of different clients from different sectors:
You will be working on behalf of a number of different clients from multiple backgrounds such as parking, financial and utilities.
- Achieving positive outcomes for customers:
We believe in empowering our Collections Advisors that’s why we don’t provide scripts and the role is very hands on, where you will be responsible for making the decision on what is the best plan of action in helping our customers achieve a positive outcome on their outstanding debt balance.
- Going above and beyond for our customers:
We go above and beyond for our customers and the priority for our Collections Advisors is to offer quality customer service and support.
- Training Programme:
You will be enrolled on a 12 week training programme that will refresh your industry specific knowledge on legal procedures and financial regulations. You will then move into the BW Legal Academy, where you will undergo a variety of learning techniques such as mentoring and coaching.
- BW Legal Academy:
Once you have completed the Academy training and have a full understanding of our systems you will be signed off by Call Quality before moving into your designated team on the Collections floor. You will receive full support from your Team Leader, Supervisor and Senior who will assist you in accomplishing your career goals.
We are looking for talented, skilled and enthusiastic individuals who are eager to learn and progress in the role, and strive for excellence in every task.
We welcome applications from hard working and driven people who possess excellent verbal, written and listening communication skills.
As a professional, friendly and pleasant team player, you will embrace collaborative working within your own team and other departments in the business.
You will demonstrate an awareness of the professional standards required when working within a regulated law firm and understand the importance of delivering a quality service to our clients.
Qualifications & experience
- Experience of working in a regulated environment and knowledge of the debt recovery sector.
- Minimum of 1 Years’ experience of telephone based work or a call centre environment.
- Knowledge and understanding of how to deal with vulnerable customers Understanding of regulatory bodies such as the FCA, Financial Ombudsman and OFCOM.
- Experienced in objection handling, applying the concept of TCF in all aspects of their role.
Starting salary £18,200, which increases to £18,700 after successful completion probation period, and again after 12 months to £19,200. These increases are subject to passing a CQ score average over 6 months.
PLUS monthly bonus of up to £255 a month for achieving bonus criteria, top performer in the contact centre bonus increased by 50% AND monthly requirement to work 1 in 4 Saturday mornings which is paid at overtime rate of time and a half. Top performer bonus is increased by 50%.
Total potential earnings of up to £23,000 OTE per year.