Company Overview
For over 40 years, we have been a leader in the debt recovery enforcement sector, partnering with hundreds of local authorities, Transport for London, and National Highways. You’ll be joining us at an exciting time as we work toward future goals. We foster a workplace where our people are supported, happy, and given the tools to succeed. Our offices are welcoming, with everyone working toward the shared goal of delivering top-tier services to our clients.
With offices located in Redditch, conveniently close to the M40/M42 motorway network, we are easily accessible from Birmingham, Worcestershire, and Warwickshire.
Hours: Full-time, 37.5 hours per week
Why Join Us?
Friendly and welcoming work environment
Casual dress policy
Pension scheme
Colleague discount program
Christmas Savings Scheme
Free on-site parking
Employee Assistance Program
Birthday holiday allowance
Attractive bonus and performance rewards
Death in service benefit
Hybrid working (available after meeting performance standards)
Key Responsibilities
* Handle inbound calls from customers with unpaid balances owed to local authority clients, Transport for London, or National Highways.
* Conduct outbound calls when payments or contact have not been made.
* Occasionally negotiate with customers via live chat.
* Process payments and conduct basic affordability checks.
* Negotiate payment arrangements where customers cannot pay in full.
* Identify and assist vulnerable customers by signposting them to non-profit debt advice agencies.
* Resolve customer queries and disputes professionally.
* Update account details and notes in our system to ensure accuracy.
What We’re Looking For
* Experience: Ideally, you have 2 years of experience in a customer service or contact centre environment.
* Communication Skills: Excellent communication, both written and verbal, with the ability to engage effectively at all levels.
* Positive Attitude: A proactive and professional approach with a strong work ethic.
* Problem Solving: Able to quickly and clearly provide solutions and options to customers.
* Negotiation Skills: Comfortable handling difficult conversations and negotiating payment terms to meet client requirements.
* Tech-Savvy: Comfortable using various software systems and technologies.
* Attention to Detail: Ability to maintain accurate records and adhere to company policies and procedures.
Your Day-to-Day
* Answer calls and assist customers with Council Tax arrears and Penalty Charge Notices.
* Handle inbound and outbound calls and occasionally live chats.
* Process payments and negotiate payment terms with customers.
* Identify and support vulnerable customers, directing them to appropriate financial aid resources.
* Maintain up-to-date, accurate records on customer accounts.
Company Values
At Bristow & Sutor, we are committed to our values:
* Accountability: We take responsibility for our actions and decisions.
* Transparency: We are open and transparent in all our dealings with customers, colleagues, and stakeholders.
* Respect: We show understanding and respect to all people and cultures, always acting fairly.
* Integrity: We operate with honesty and the highest ethical standards.
Please note: The successful candidate will be required to undergo a DBS and CCJ/IVA check before an offer of employment is confirmed