Job Description

Job no:

509171

Work type:

Permanent

Location:

Warwick

Categories:

Customer Service

Complex Customer Team Agent

Tachbrook Park (Hybrid)

Permanent, Full-Time

25,000 - 28,500

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.

Advertised:

15 Dec 2025 GMT Standard Time

Applications close:

29 Dec 2025 GMT Standard Time