Call Centre Agent

Call Centre Agent – Glasgow G2 7HF
(short walk from Glasgow Central Station) – Starting 16th February!

Salary:
Starting from £25,396.80 and progressing to £26,856.80 (based on experience and a 40‑hour contract). Bonus:
Fantastic monthly bonus where you could earn around an extra £2,000 per year.

Shifts:

We are open Monday to Friday 8 am – 8 pm and Saturdays 9 am – 5 pm. You will work on a rotational shift pattern within those hours and work 2 in 4 Saturdays, but don’t worry we’ll give you a day off during the week prior to your Saturday shifts.

Training: 6 weeks with a dedicated L&D Trainer supporting you.

Wescot Credit Services is a Contact Centre working with several large UK banks, as well as credit card providers, energy, telecoms and others to help recover debts owed to them by their customers. We are seeking dedicated Call Centre Agents to join our TSB team. This is an exciting opportunity to become a valued member of the team!

In this role, you will be the first point of contact for vulnerable customers, providing them with the support and empathy they need to navigate their financial challenges. You’ll handle both inbound and outbound calls, using your empathy and resilience to build rapport and help customers find affordable repayment solutions. By listening and understanding their struggles, you will make a positive impact on their financial recovery.

• Provide 5‑star customer service, offering compassionate and professional support.
• Identify vulnerable customers, recognising signs of vulnerability and ensuring the right support is given.
• Handle inbound and outbound calls, supporting customers through their financial struggles with care and understanding.
• Conduct detailed affordability assessments, assessing each customer’s affordability before setting up payment plans.
• Create tailored repayment plans, helping customers create affordable repayment options to get them back on track.
• Update multiple systems, accurately recording customer interactions and outcomes across various internal systems, ensuring data is up‑to‑date and compliant with regulatory standards.
• Collaborate with colleagues, sharing insights and best practices, contributing to a supportive team environment.

• 31 days holiday including bank holidays.
• Discounts and cash back on hundreds of high‑street shops.
• Optional private healthcare plan (BUPA).
• Lots of great monthly incentives where you can win a range of prizes and rewards.
• Ongoing support and development from our in‑house team.
• 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 better work‑life balance.

• Summer and Christmas parties.
• Mandatory annual salary review.
• Company‑funded Health & Wellbeing Initiatives.
• We are proud to announce that Encore Capital Group, which Wescot is part of, is Great Place to Work‑Certified™ in Costa Rica, France, India, Portugal, the United Kingdom and the United States.
• Diversity and inclusion are very important to us; we value diverse talent within our business and encourage a culture that includes everyone.

See what our colleagues say:

At Wescot we’re regulated by our clients – any successful candidates will have to undergo a basic credit check and criminal background check. Please note that we’re unable to proceed to interview stage if a CCJ, IVA or Bankruptcy appears on a credit file, or if you do not have full right to work in the UK.