Job Description

Call Centre Agent, Telford, TF3 4NT

dlc are currently looking to grow our team of

Call Centre Agents

within our

Telford

office, starting

6th October 2025.

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. Confident and clear communicator, with the ability to talk with clients from all walks of life. Have empathy and resilience, be comfortable talking about difficult subjects and be able to deliver difficult news with care. Be process driven, meticulous and enjoy working in a fast-paced environment.

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 between

Monday - Friday

between

8am - 6pm.

We have several different campaigns, depending on which campaign suits your skill set, you may be required to work on a

Saturday

between

8am-1pm.

This will be at most, one in four Saturdays

.

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 1,200 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 2025 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(TM) 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.


CCADLC