Salary: £25,138.00 (Pro Rata) + Benefit + weighted incentive program
Location: Scarborough
Working Hours: 16-40 Per Week (PERMANENT)
We are looking for Account Managers to join our innovative Operations Team in Scarborough.
Job Description
First Locate are one of the UK’s largest outsource resources for debt resolution and payment processing. We have been a leading Debt Management business for over two decades. Our First Locate Family is made up of approx. 300 people from North and West Yorkshire who provide excellent customer service to all our clients and extended customers. Our Mission is simple: ‘Helping our clients efficiently manage their customers by providing high quality investigative and debt recovery specialists who deliver innovative and market-leading services’.
Our Core Values are the ‘Guiding light’ that steers all our people’s attitude and behaviour towards others. Ensuring we deliver our mission whilst treating all our people and customers with dignity and respect.
So that’s us, now let’s talk about your role:
These roles are positioned within one of our specialist teams dealing with unknown liable parties for energy consumed at properties within the UK’s national grid. Initially the objective is to identify and then trace individuals or businesses that have gained benefit of energy supplied to these properties over certain time frames.
In this team, the accounts that are under investigation are owned outright by 1st Locate. We therefore have the additional autonomy on all decisions, we can negotiate based on individual circumstances and we can amicably conclude matters that may have been under dispute for many years. Ensuring that we deliver collections in line with our client’s quality and compliance standards you must also uphold to Data Protection Laws, ensuring all customer interactions are compliant with legal standards. This role sits in a team on its “A” game, innovation and inwards collaboration has been key to its success so you need to be computer literate, a team player with strong analytical and social skills.
What we need from you?
As a key member of our Operations Team, you will be able demonstrate the following skills:
* Dealing with customers across a range of channels using judgement to agree suitable payment plans.
* Handle inbound and outbound calls efficiently, ensuring each customer feels valued and supported in line with our internal standards.
* Manage payment collections and arrange tailored payment plans, balancing customer needs with business objectives.
* Negotiate settlements with tact and professionalism, always aiming for a fair and positive outcome.
* Work with highly sensitive information in a confidential and professional manner.
* Maximise the success of locating customers whereabouts using a full extent of multiple intelligent sources.
Experience Preferred
* Previous experience in customer service, call centres, or related fields is preferred.
* Strong communication skills with the ability to simplify complex information.
* An empathetic approach to customer interactions, with a focus on problem-solving.
* Ability to work with sensitive information discreetly and professionally.
* Familiarity with data protection regulation is a plus.
Why choose First Locate?
We are a Real Living Wage employer and a Gold accredited Investor in People. We believe that our people can be the difference. So, at First Locate we have a range of benefits which include:
* A discretionary annual bonus for a job well done.
* A fantastic culture with little perks along the way including flexible working, family leave. Recognition awards, such as ‘Value Victor’ and ‘Go the extra Mile’ and many team based incentives.
* Simply Health Rewards Package – Cash back on Optical, Dental, Physiotherapy, Prescription charges and much more.
* My Wellbeing Service which includes 24/7 support and advice line, 24/7 GP access, Counselling Service, discounted Gym Membership and much more.
* Trained mental health first aiders on all sites.
* Loyalty reward for Length of service including increased holiday entitlement.
* Have your birthday off, on us!
What Happens Next?
We’ll be in touch if your application is successful so keep an eye on your emails! We’ll share your CV with the hiring manager to review. If we feel we may be a good match, then we’ll arrange a short call to learn more about you and answer any questions you have. We will then invite you to interview. Our interview process is tailored to each role and can be in person or held remotely. Full details will be confirmed if your application is progressed to the next stage.
We are inclusive.
We’re an equal opportunities employer with a diverse, inclusive, merit-based, and equitable workplace. We recognise that diversity drives our creativity, resilience, and success and makes our business stronger. Please do let us know if you need any adjustments during our recruitment process.
Due to the nature of our business, all offers of employment are subject to satisfactory background and vetting checks, including employment references, DBS (basic), credit file search.
Job Types: Full-time, Permanent
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