Inbound Call Handler

• Answer a high volume of inbound calls from debtors, their representatives, and third parties in a professional and courteous manner
  
• Accurately assess each caller’s circumstances and identify the most appropriate resolution pathway, including payment arrangements, queries, disputes, and vulnerability referrals
  
• Negotiate payment of outstanding balances or agree affordable, sustainable payment plans in line with company policy and enforcement legislation
  
• Identify vulnerable callers and apply appropriate protocols, signposting to relevant support services where required
  
• Record all call activity accurately and promptly on the case management system, ensuring compliance with data protection regulations (GDPR)
  
• Liaise with enforcement agents in the field to relay instructions or gather information on live cases
  
• Handle complaints at first point of contact where possible, escalating where appropriate
  
• Process card payments securely over the telephone
  
• Adhere to all regulatory requirements including the Taking Control of Goods Regulations 2013, the National Standards for Enforcement Agents, and any relevant client -specific protocols
  
• Meet individual and team KPIs including call quality, resolution rate, and compliance standards
  

Requirements

• Previous experience in a customer -facing or call -handling role, ideally within enforcement, debt recovery, local government, or financial services
  
• Strong verbal communication skills with the ability to adapt tone and approach to a wide range of callers
  
• Ability to remain calm, professional, and empathetic when handling difficult or emotionally charged conversations
  
• Good negotiation skills with the ability to reach mutually acceptable outcomes
  
• Accurate data entry and attention to detail
  
• Proficiency with IT systems and case management software
  
• Ability to work effectively under pressure and manage a demanding workload
  
• An understanding of vulnerability and the importance of treating people in financial difficulty with dignity and respect
  

Benefits

• Full training on enforcement legislation, systems, and processes
  
• A structured induction programme and ongoing coaching and development
  
• A supportive team environment with clear progression opportunities
  
• Workplace pension