Purpose of the role:

Enforcement South specialises in debt collection and related services for local authority and private sector clients. It operates as Equita and Ross & Roberts in England and Wales.

Customer Service Advisors are required to deal with a variety of customer requests, help individuals resolve their enquiries, and maximise collections, ensuring service excellence and business requirements are adhered to at all times.

Job title:

Customer Service Agent

Job Description:

What you’ll be doing:

• To effectively identify customer needs and be able to resolve and deal with enquiries regarding all debt types.
• Participation in all service and mandatory training and maintain knowledge thereafter whilst highlighting any training needs to Team Leader.
• To effectively record customer interaction, utilising available systems to do this and identify any issues with systems or procedures that may prevent this.
• To achieve and promote quality service, improve service processes, and resolve customer complaints or escalate as appropriate to ensure that you maintain customer expectations.
• Develop and maintain positive and supportive relationships with customers, colleagues, and managers.
• To actively engage with planned changes to customer services to ensure Enforcement continues to provide relevant, modern, and innovative services and optimising collection rates.
• Actively participate in performance development reviews and 1 to 1’s. To work towards/meet agreed KPI’s.
• To actively work on projects aimed to increase collection rates and % of first-time resolution.
• To actively participate in projects as necessary with a view to enhancing service delivery, customer experience and lean working methods.
• Responsibility for managing customer information in a secure manner and in line with Enforcement Policies and legislations such as the Data Protection Act (DPA).
• Achieving & Upholding Capita HR policies & practices including Training, Individual Development, Time & Attendance, Conduct and maintaining good business practices.
• Utilising company guidelines to ensure that procedures are adhered to on all calls.
• To assist vulnerable customers with prompt and appropriate action and advice, liaising with other departments to ensure that their needs are met.

What we’re looking for:

• Advanced knowledge of One Step system.
• Understanding Enforcement Industry policies and procedures.
• Working knowledge of excel.
• Organisation & detail orientated.
• Confidentiality.
• Empathy.

About Equita:

At Equita, part of Capita Enforcement Services, we’re shaping the future of enforcement and debt recovery. We’re working with over 200 local authorities, as well as solicitors on High Court Enforcement cases, to help with collection, recovery and enforcement. Join us and discover better as you help to protect organisations from the impact of debt

What’s in it for you?

• A competitive basic salary
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of 63,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.

What we hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

To view our Covid-19 and process adjustments information, please visit the Capita Careers site.

Equal Opportunities

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees. During the application process, you’ll be asked to share your personal characteristics and data with us. This helps us understand our audience so we can make sure we are doing everything we can to attract a diverse range of people and ensure our recruitment processes are fair and inclusive.