Complex Customer Team Agent

Tachbrook Park (Hybrid)
Permanent, Full-Time
£25,000 - £29,000

About the Role

We are looking for a highly motivated and customer-focused Complex Customer Team Agent to join our team based at Tachbrook Park.

This is a pivotal role supporting some of our most complex customers—those with unique requirements that cannot be managed at a regional level. You will take full end-to-end ownership of a portfolio of accounts, including onboarding, query resolution, payment management, and debt collection.

You will work in a dynamic, real-time environment, helping to shape and uphold high service standards, performance targets, and quality outcomes. This is a fantastic opportunity for someone who thrives on variety, ownership, and customer engagement.

Shift Pattern:
You will work on a rotating schedule with shifts of:

• 8:00am – 4:30pm

• 8:30am – 5:00pm

• 11:30am – 8:00pm

You will also work one Saturday out of every seven (9:00am – 1:00pm) and one Bank Holiday per year. For any Saturday or Bank Holiday you work, you will receive time off in lieu.

Key Responsibilities

• Manage a portfolio of complex customer accounts from setup through to debt recovery.

• Proactively resolve customer queries, using strong objection-handling skills to navigate challenging conversations.

• Collaborate with the collections team on debt handovers as per the defined process.

• Ensure CRM systems are accurately updated to reflect customer interactions and account status.

• Maintain strong working knowledge of all relevant processes, adapting quickly to changes.

• Identify and escalate issues preventing payment or debt resolution.

• Negotiate and validate payment plans where applicable.

• Monitor and respond to payment trends, escalating as needed for credit checks.

• Provide regular performance updates and key indicators to team leads.

• Champion process improvements and raise opportunities for change where identified.

Key Skills & Experience

Essential:

• Proven experience in customer service, payment processing, and debt collection.

• Confident communicator with strong interpersonal and objection-handling skills.

• Resilient, proactive, and able to work to personal and team targets.

• Strong organisational skills and attention to detail.

• Able to prioritise tasks and use initiative in day-to-day responsibilities.

• A collaborative team player who contributes to team success and KPI achievement.

Desirable:

• Working knowledge of SAP and Salesforce.

• Experience within a service-based or debt collection team.

Why Apply?

This is an excellent opportunity to step into a customer-facing role with real responsibility, autonomy, and the chance to make a tangible impact on customer satisfaction and business performance. If you are passionate about delivering excellent service, solving problems, and driving process improvements, we’d love to hear from you.