Customer Contact Centre Advisor

If you have a passion for providing excellent customer service and you are available to join us on the Monday 26th June 2023, we may have the perfect opportunity for you and your career.

BW Legal is recruiting for our next group of talented individuals to join our Customer Contact Centre. You will be fully supported through our in-house bespoke training programme to develop into a highly skilled Collections Agent.

This is not your typical call centre. We are a dual regulated law firm that takes a different approach. We have an accredited and award-winning product offer for our client which provides customer centric debt recovery solutions. The customer is at the heart of what we do and we constantly invest in our systems and our people to ensure that we remain market leading.

We offer comprehensive training so no previous experience in contact centres is needed, we just need you to be passionate about building customer rapport. Our bespoke training programme will develop the rest.

We offer:

• 6 hour working days
• Set weekly shifts between 8am and 6pm
• A starting salary of £19,200, rising by £500 every six months based on quality assessment
• Opportunities to top up your income following graduation from training, where you will be enrolled into our quality assurance bonus and overtime schemes

Working from our modern offices in Leeds, you will liaise with our customers over the telephone to assist them in identifying the right solution to manage their account with us.

From your first day with us, you will benefit from an in-depth training plan delivered by our expert in-house Learning and Development team. Regardless of your background or age, we will invest in your development and help you to succeed in the role.

Your first month: an initial four weeks of classroom knowledge-based training covering the basics of the job such as our IT systems, clients and regulators. The classroom is an interactive team environment, so even if you are new to this type of role, you will soon have a support network in place to help!

From month two onwards: after building the foundations of your knowledge, you will then join our training academy, Camp Athena, in which you will begin to take live calls while being fully supported by our experienced Coaching Champions.

Month six: once you graduate from Camp Athena, you will integrate into one of our four contact centre teams where you will be fully supported to achieve success by your colleagues.

Throughout your career with us, you will be in the driving seat of your development. We want you to have a successful career with us and that is why we do regular reviews for our agents.

Do you have what it takes?

We know that debt is an emotive subject. At times you may speak to customers who are facing hardship, meaning that they may become distressed and angry on occasions. However, you will receive comprehensive training and support on how to manage every situation.

The successful candidate will have experience of:

• Building rapport with customers
• Having empathy for individual circumstances
• Demonstrating resilience when having sensitive and difficult conversations
• Using expert communication skills
• Demonstrating good attention to detail

Your working week

Your working week will be 30 hours over 5 days on a weekly set shift pattern, Monday to Friday. The Contact Centre shift patterns vary but most common are 8am-2pm and 12pm-6pm and you will work an equal balance of both morning and afternoon shifts. In addition to this, once you graduate from our training academy you will work 1 in 4 Saturdays. Saturdays operate on a 9am to 3pm shift and this is paid at an overtime rate.

Rewarding your commitment and success

The happiness and well-being of all our colleagues is crucial and so we offer a wide range of benefits that support your lifestyle. Here are just some of the many perks that all of our colleagues enjoy:

Lifestyle Rewards

30 hour working week
22 days Annual Leave + Bank Holidays
In addition to the 22 days, you also have a days paid leave for your Birthday, Christmas Eve and New Year's Eve
Flexible Holidays leave can be bought, sold and a percentage can be taken hourly
Extra holiday for length of service
Enhanced Maternity / Paternity / Adoption Pay
Casual dress code

Financial Rewards

Be Here @ BW punctuality and attendance-based financial rewards
BW Bravo - financial reward and recognition for memorable moments throughout Your BW Journey, including length of service milestones and key life events
Managers Cheer - monthly financial reward and recognition for going above and beyond in your role
My Staff Shop - a wide range of discounts and savings at UK retailers
Travel Support - free parking, bus discounts, cycling facilities
Death in Service Benefit - 4 times annual salary
Contributory Pension Scheme

Personal Growth

Learning & Development Allowance - paid time to learn in work
Professional Qualifications - financial and study support

Health Rewards

Free Gym Membership
Health Cash Back Plan - generous cash back towards every day health costs, including dental, optical, wellbeing and combined therapy
GP Anytime - access to 24/7 prescribing GP for you and your family
Employee Assistance Programme - 24/7 help line, including up to 8 free counselling sessions

Engagement Rewards

BW Team Events - bowling, laser quest, bingo, axe throwing and pub quizzes, to name just a few!
Regular charity fundraising including fun games, food, raffles, auctions and more

At BW Legal we are committed to ensuring you have the opportunity to be the best that you can be and thrive in a unique and exciting culture. Come join us and share in our success!

BW Legal is proud to be an inclusive employer and we are committed to equal employment opportunities for all. If you need any reasonable adjustments as part of the recruitment process, please let us know using recruitment@bwlegal.co.uk.