Job description


  • Entry level
  • No Education
  • Salary to negotiate


As the industry leaders in judicial services, Marston Holdings is made up of unique and diverse workforces, who succeed through exceptional levels of drive and ambition. We are always looking for new, talented individuals to join our team and to work alongside satisfied and motivated professionals.

If you are looking for a good work life balance, enjoy speaking to people and have excellent customer service experience, you will be pleased to join our very friendly team as a Customer Contact Telephone Agent.

Based in Helmshore, Rossendales, you will proactively chase customers for outstanding debt via outbound and inbound telephone calls and other methods of communication. There will targets to meet but these will be linked to bonuses and are measured by the amount of calls that you take and their quality and efficiency. Although you will be working in a call centre our shift patterns mean that you won't be working any later than 8pm one week in every 4, leaving you time to spend doing what is most important to you!

Our office is open plan and the team are focused on building an ever-increasing environment that is welcoming, engaging and overall an enjoyable place to work. Some of the incentives recently introduced are agent forums, smart casual work attire and for those who wish to participate fancy dress competitions for holidays such as Halloween and Christmas. So, if you're looking for a nice environment to work in, with a team that cares about your progression and welfare then why not apply for our Customer Contact Telephone Agent role?

What you’ll be doing

Making calls to and receiving calls from our customers

Ensuring that all clients/customers receive the best customer service

Negotiating payments and/or arrangements over the telephone

Updating systems with relevant call details

Returning abandoned calls in line with agreed targets

Ensuring overall performance and targets are met and reporting any issues to the Team Leader/Manager.

Assisting with administration duties within the team

Meeting targets, with a potential bonus measured by the amount of calls made/taken and the quality and efficiency of those calls

The hours for this permanent role are:

. The role is on a shift pattern to cover the hours of the call centre. Please find below an example shift pattern:

Week 1: 10am - 6pm

Week 2: 9am - 5pm

Week 3: 8am - 2pm (this week would include working the Saturday*)

Week 4: 12pm - 8pm

- Saturdays will be one in every four

What you’ll need:

Previous customer service or sales experience

Excellent communication and negotiation skills

Ability to speak in a clear and concise manner

Good interpersonal skills

Excellent organisational skills

A positive and self-motivated attitude

Ability to work closely within a team

Ability to effectively deal with difficult and complex telephone conversations whilst remaining calm

Ideally you will also have:

Experience working in a highly targeted environment

Prior debt collection experience

Prior experience in a sales related background

We ensure all employees receive ongoing support, training in their respective fields and a wide range of benefits. These include:

25 days annual leave, plus bank holidays

Simplyhealth cash plan

Free parking

Training and Development

Pension scheme

Cycle to work scheme

Childcare vouchers

Retail discount card benefit scheme

Marston Holdings is the UK’s largest judicial services company working for over 500 local authorities, central government and businesses. Our 4,000 frontline agents and self-employed enforcement officers deploy from 170 offices and help collect £500m a year on behalf of UK taxpayers and business.

We are an industry leader in the delivery of ethical services, prioritising customer welfare and using data to help our clients make better decisions.

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