Customer Consultant

Customer Consultant, Telford, TF3 4NT

dlc are currently looking to grow our team of Call Centre Agents within our Telford office, starting 30th March 2026. We are looking for team players who match our enthusiasm, work ethic and our outlook to 5-star customer service.

As a Call Centre Agent at dlc you will:

• Handle inbound and outbound calls.
• Use active listening skills and questioning techniques to support our customers on their route back to financial health.
• Have empathy and resilience, be comfortable talking about difficult subjects and be able to deliver difficult news with care.

You’ll begin the role with a 4-week training programme. You’ll learn about vulnerability and support needs, signposting, regulation and how to use our systems, along with effective questioning to deliver the right outcome for the customer and business. This will be based in our Telford office, Monday – Friday: 9am – 5pm.  

Once you’re ready to go, you’ll move into our weekly shift patterns, with the option to choose either a 37.5 or a 40-hour contract. Our operational hours are Monday – Friday between 8am – 6pm.

Your package:

Our team here at dlc have done some amazing initiatives this year all in aid of improving our well-being. We understand the importance of feeling valued and taking time away from our every day-to-day role to feel our best. Some of our events included a Summer Party, Christmas Party, team events and outings, alongside lots of fun in our vibrant Telford office.

• Salary from £25,396 (based on 40 hrs per week) & rising depending on experience.
• 31 days holiday (pro rata) - including all bank holiday.
• Discount and cash back on hundreds of high-street shops.
• Fun incentives – including seasonal parties, team breakfast’s, pizza days, and games to name a few!
• Hybrid working - once you’re fully competent and confident in your role, we operate a hybrid working business, offering employees the ability to blend between office and home working for a better work life balance!

We are also passionate about supporting our local community. We have worked with local primary schools to deliver fun, educational games around the importance of money and debt, and have also been part of the 2025 Dragon Boat Race, raising over £1100 for charity, and have registered for 2026.

If this sounds like a company that you would like to be part of, to deliver our mission in 2026 and beyond, please apply and start your next chapter with us!

See what your future colleagues say: https://youtu.be/fM3-_4cqZdA?si=JtQgVJNc2KGROvZf

We are proud to announce that Encore Capital Group, which dlc is part of, is Great Place to Work-Certified™ in Costa Rica, France, India, Portugal, the United Kingdom and the United States. 

Diversity and inclusion are very important to us at dlc, we value diverse talent within our business. We want everyone to be themselves at work and encourage a culture that includes everyone.

**At dlc we’re regulated by our clients - as such, any successful candidates will have to undergo a basic credit check and criminal background check. Please note that we’re unable to proceed to interview stage if a CCJ, IVA or Bankruptcy appears on a credit file, or if you do not have full right to work in the UK.