Coronavirus (COVID-19) - Recruitment: Let's help one another
The health, welfare and safety of our colleagues and the people we recruit is vital to us therefore we are closely monitoring Government guidance to ensure we are complying with guidelines and Wescot’s duty of care. This includes operating strict social distancing within our work, training, recreation and general access areas to ensure we protect all our colleagues in every office. We are aware these are challenging and uncertain times for everyone therefore at Wescot we are ensuring we are doing all we can to help our customers as well as employees.
As a business, we had to adapt quickly to respond to the COVID situation to keep doing what we are here to do which is to help our customers achieve their own financial recovery. For many of our customers today, this is less about financial recovery and more about financial survival. We believe there is no organisation better placed to help our customers through this period of uncertainty as this is exactly what we have been doing for years for millions of individuals. Many of our customers are currently subject to a level of stress and anxiety that they have never encountered before but the feedback we have received demonstrates how what we do can change people’s lives. When they reach out to engage with us, we are there to listen.
Wescot work with large well know clients and due to recent growth and expansion we are currently recruiting for Customer Consultant’s to join our very friendly team in Glasgow City Centre. As a Consultant you will be responsible for delivering an excellent customer service to our customers by asking questions, listening and setting up affordable and sustainable repayment plans. You do not need previous financial experience however, to be successful you should possess good communication skills both verbal and written and be a confident computer user with the ability to pick up new systems efficiently. Once you reach competence levels you may be able to work from home in a blended situation both at home and in our offices. This will help our clients continue to deliver vital services to our customers, while supporting you in finding an appropriate work-life balance. Therefore, to ensure we hire the right people we need to ensure you have the necessary attributes and resilience for this role and can adapt to ensure the right outcomes for our customers.
Who are we
Wescot was incorporated in Scotland in 1983, but following expansion now operates in Bolton, Glasgow, Hull, Malton, Saltcoats and Telford.
Wescot are not your typical contact centre, we offer our customers a range of financial services across our various sites. We work on behalf of banking, utility, telecoms and retail finance companies whose customers have fallen behind with their repayments. We strive to deliver gold-standard customer service, working with each individual customer to establish affordable and sustainable repayment arrangements. We are focused on an ethical approach and provide excellent service which we believe is due to our fantastic employees offering the best possible outcomes to all our customers. You will receive a competitive salary and fantastic enhanced benefits package. Wescot also provides structured in-house modern apprenticeships for a range of adviser and managerial roles.
As the Customer Consultant, you will report to the Team Leader and be responsible for:
- Managing inbound and outbound phone calls
- Speaking with customers in a professional and empathetic manner
- Establishing the customers’ needs and affordability by gathering relevant information
- Negotiating payments and payment plans
- Process payments
- Manage customer’s expectations
- Signpost to relevant charities/support networks
- Update customers account with relevant notes and outcomes
As the successful Customer Consultant, you must have:
- A good level of computer literacy skills with the ability to pick up new skills easily
- Excellent customer service skills and experience including listening and questioning
- Ability to self-motivate with the ability to work well as part of a team
- A genuine drive to deliver excellence and work towards KPI’s
What is great about working for us?
- Competitive salary and benefits
- Your Customer Reward (team reward for great quality calls)
- Business Reward vouchers, fantastic discounts through our state-of-the-art online portal
- Private Medical Insurance
- Life Insurance
- 31 Days annual leave (including bank holidays)
- Employee Assistance Programme
- Long Service Awards
- Employee of the Month
- Recommend a Friend rewards
- Comprehensive induction training and Grad Bay support
- Regular training and education to ensure you’re always up to date
Shifts are rostered between 8am - 8pm Monday to Friday and will require working one in three Saturday’s between 8am - 5pm. Our Glasgow office is closed on Sunday’s. This is a full-time position and we have 35, 37.5 and 40-hour contracts currently available.
So, if you have a genuine passion for delivering excellence, enjoy talking to people and want to make a real difference to the customers you interact with, then this could be the role for you.
Please apply by following the directions on the website.
Wescot is an equal opportunities recruiter and welcome applications from all suitably skilled applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.
We are an FCA regulated company we will conduct credit, fraud, criminal record and 5-year reference checks as part of our pre-employment screening on all successful candidates.
Please note, our checks are not based on your credit score – if you have any further questions about any part of the process, please email firstname.lastname@example.org and use ‘Glasgow Customer Consultant’ as a subject for your email.