Overview
Dukes is an award-winning Enforcement company centrally located in Stone. Our clients are largely local authorities for whom we collect unpaid council tax debt, business rates and more. We’re a family run company with of roughly 90 employees located across England and Wales.
Our team are all energetic, caring and have a good sense of humor, making us a great place to work!
Key Responsibilities
As a Contact Centre Agent, you will be responsible for handling inbound or outbound calls, live chat, and emails, to collect overdue payments and arrange payment plans. The role is challenging yet rewarding as you’ll be dealing with a variety of customers with different financial situations each day and tailoring solutions to help them reach the best and fairest resolution for their circumstances.
Working in a team of 15, you’ll collaborate and share best practice techniques to help you to build your problem solving and negotiation skills even further. Demonstrating expert listening and questioning skills, you’ll support our customers by providing tailored affordable payment solutions, whilst adhering to clients’ instructions. You will work towards our company goal – helping people get out and stay out of debt.
To help launch your career in financial services we’ll provide you with in-depth induction training where you’ll quickly become an expert on the enforcement industry, our systems, and clients. Following the completion of your probation we’ll help you to develop your skills even further and for those who want to progress, create the right opportunities. With a clear grading structure and promotional opportunities available, we’re keen to identify talented people and help them move to the next level.
In our recent employee opinion survey 100% of Contact Centre Agents recommend Dukes as a great place to work!
Key Skills & Experience
Experience
- A minimum of 1 years' Call Centre experience/objection handling and negotiating
- You will be IT literate and computer savvy
- Proven customer service experience
- You will display good written and verbal English.
Skills / attributes
- Expert listening and effective communication skills (written and verbal)
- Resilient – this role can be challenging but you know how to bounce back from adversity
- Self-motivated, driven to achieve targets
- Assertive, compassionate, reliable
- Strong negotiation skills
- You have a desire to help others and you take pride in demonstrating exceptional customer service.
- A positive and friendly attitude and strong team player skills
- Keen attention to detail and the ability to multitask, learn fast and adapt to change
Our Values and Ethos
These values are what we live by. We build our business plans and strategy around them and they feed into every decision we make; big or small:
Family CREST
- Family
- Conscience
- Respect
- Excellence
- Service
- Trust
Salary and Benefits
- Grade 2C – Fee Earner
- Salary: £24,570 plus a lucrative commission scheme, meaning uncapped earnings.
Other Dukes benefits as standard:
- Hybrid working model (3 days from the office with 2 from home, following successful probation)
- 25 days annual leave, plus bank holidays.
- A dedicated 2-week training programme
- Shifts that offer flexibility and time to do the things that are important to you outside work
- Mandatory office shut-down between Christmas and New Year to switch off and enjoy the festive season.
- Company Pension Scheme
- Social events throughout the year and casual dress days
- Free onsite parking
- Company Sick Pay Scheme
- Mental Health Champions and initiative to support your wellbeing
Job Type: Full-time
Pay: £24,570.00 per year
Benefits:
- Company events
- Company pension
- Free flu jabs
- Free parking
- Health & wellbeing programme
- On-site parking
- Paid volunteer time
- Referral programme
- Sick pay
Experience:
- Call Centre: 1 year (preferred)
Work Location: In person
