Contact Centre Advisor - Leeds, United Kingdom - BW Legal

BW Legal

Verified Company

Leeds, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

BW Legal is recruiting for a cohort of talent who we can train to be remarkable agents in our customer service contact centre. We welcome individuals of all ages and diverse backgrounds.

Our next start date is TBC as either the 20th March or 27th March. Could this be the opportunity for you?
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 clients 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 we are market leading.

So, do you have a passion for good customer service? 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 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, well 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 programme '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 by your colleagues to achieve success.

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?

Building rapport with customers
Having empathy for an individuals 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 Centres 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 and this additional shift 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 and you will never have to work a 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
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