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Ascent is excited to announce an in-person recruitment event and assessment centre at our office in Manchester City Centre on Friday 27th June. Come get an inside look at the role, participate in activities that allow you to get a feel for what a typical day looks like as a call centre agent at Ascent, and get insights about the role from our team. We want you to be sure that this is the right fit for you.Please note that only shortlisted candidates will be contacted with an invite.At Ascent we place the customer at the heart of our operations, ensuring that within our customers most vulnerable times, we offer the support they deserve. You will play a huge part in the ongoing success of Ascent by liaising with clients, customers and colleagues to assist in the efficient and effective recovery of contracted repayments.As part of the Irwin Mitchell Group, specializing in debt recovery, we are a leading legal and financial services firm. We work with major financial service providers to assist individuals in navigating challenging times.Be Part of our teamCustomer Experience is at the heart of everything that we do. As a customer support consultant, you will assess individual personal and financial circumstances and make decisions within your remit to offer the most appropriate solution to customers, having excellent interpersonal skills and being able to build a rapport with each customer.What can you expect of us?Competitive benefits package including:22 days holiday (You can buy up to 5 days of extra holiday)A generous and flexible pension schemeWestfield Health membership, offering refunds on medical services alongside our Aviva Digital GP servicesVolunteering days Two days of volunteering every year for a cause of your choice (fully paid)Discounted online shoppingDiscounted gym membershipsSeason ticket loansWhat will your day look like?Make inbound and outbound calls, contacting customers with overdue accounts to negotiate settlements on outstanding paymentsRespond to queries arising from customers in debt primarily via telephone but also including written communication as required, being able to adapt communication based on customer need as required.Complete standard financial statement assessments to determine appropriate instalment arrangements with individual debtors, some of which may be legally enforceableUse a variety of systems concurrently, both internal and client, to apply key updates to customers accounts in an accurate and timely manner, including setting of any instalment plans agreed, supporting the company or clients to make decisions about the customers account, including progression of legal action, based on these updatesKeep abreast of all legislation relating to regulated and non-regulated arrears collection (e.g. MCOB, CONC, PRIN, Consumer Duty. Ensure monthly learning modules are completed as released with deadline set to ensure compliance with legal and regulatory requirements, as well as internal policies and procedures.A few things about our ideal candidate:Excellent communication skills ability to articulate effectively on the phone and in writing with clients, customers, internal teams and third partiesComputer literateExcellent people skills, ability to adapt to different teams and demonstrating great teamworkDemonstrate good questioning and probing skills to allow for effective negotiationAbility to be polite and compassionateMust be comfortable speaking to customers about financial issues with varying scenariosEmpathetic and able to understand and explain what a good customer outcome is, demonstrating ability to identify vulnerable customers and acting accordinglyKey attention to detailPrepared to take on feedback in a professional manner and apply full effort in developing key areas of improvementWork with integrity, ability to work without supervision and make decisions using own initiativeAs part of the Ascent on-boarding process all successful applicants are required to complete the groups employment screening process. This process helps to ensure that all new employees meet our standards in relation to honesty and integrity therefore protecting the interests of the Group, existing employees, clients, partners and other stakeholdersStart date for this role is the 4th of August, 2025