Call Centre Collection Agent

Job description

Do you have the ability to ask questions to get the right outcome? Have you got a can-do attitude?

Job Types: Full-time, Permanent
Salary: £25,000.00-£29,000.00 per year

Who are we

Ardent Credit Services Ltd is a successful and professional debt recovery services provider based in Kirkby, Liverpool, L33 celebrating its 25th year in 2022.

We are proud to work for some of the best-known global companies and even prouder of our friendly working environment and employee long service.

Our continued expansion creates ongoing opportunities for future promotion in a variety of roles within the business and our excellent training provides you with the necessary skills to progress.

We also offer a staged Career Path, allowing skill, effort, and commitment to be rewarded through career and remuneration progression.

Starting basic salary is £21,000 per annum with subsequent “Career Path” reviews every 6 months rising to a basic salary of £26,000 based on performance. Realistic additional bonus earnings are up to £2,000 in the first year rising to £7,000 per year with experience and tenure.

Our Promise to You

  1. We’re not perfect - no company is, but we work hard to get it right
  2. We will treat you as an individual – we are all unique, and we recognise that
  3. We’ll keep listening – we value employee contribution
  4. We’ll help you grow – we admire ambition, and we always aim to promote internally
  5. We aim to keep it fun - we believe that work should be enjoyable


  • Casual dress
  • Company pension
  • On-site parking
  • Medicash
  • Hybrid working
  • 21 days paid holiday (rising to 25) plus bank holidays
  • Fully equipped break-out room to eat, relax and play
  • Employee Assistance programme
  • Attractive bonus and incentive scheme
  • A friendly environment to work in, where we regularly recognise and reward great performance

About the Role

This is a full time & permanent position, based in our Head Office in Kirkby, Knowsley. The current working hours are Monday-Friday 9am-5:30pm with home working and "hybrid" working options available once you have reached core competency for the role.

Although we have no immediate plans to change our working hours, we may at some point in the future return to the original shift pattern which is an alternating 2-week shift of Monday – Friday 8am - 4pm and 10am – 7pm and 1 Saturday every 4 weeks, 9am – 2pm.

On a day-to-day basis you will communicate with customers through incoming and outgoing telephone calls. You will aim to understand customers individual circumstances by asking questions to help you negotiate affordable repayments for outstanding arrears, ensuring that the customers best interests are met.

The position can be demanding or difficult at times, you will have to remain polite and professional towards customers, whilst being committed to the purpose of the call. Full training is given, and ongoing support and guidance is provided to give you the fullest opportunity to thrive with us. Our culture is open, supportive, and friendly.

Key Responsibilities

  • Taking Payments
  • Negotiating payment arrangements, where a customer cannot pay in full
  • Completing income and expenditures
  • Provide a positive solution to a customer’s account
  • Update accounts status and ensure all notes are correct on the system
  • Handle difficult conversations and resolve complaints
  • Comply with the requirements of our regulators

Previous experience is not required for this role, as our dedicated training team can teach you the skills and knowledge needed, instead we are looking for bright and enthusiastic people to join our team and you should ideally have.

We can’t do any of this without the right people.

About you

  • A can-do attitude and a real passion for supporting people
  • A good work ethic and a strong team player
  • Excellent communication and people skills
  • Can actively listen
  • Can be firm but faire
  • High attention to detail
  • Identify vulnerability
  • Resilience while supporting customers with difficult issues
  • The ability to solve problems and deal with customers who are experiencing financial difficulties
  • The ability to provide information quickly and clearly
  • Can work in a fast-paced environment
  • Target driven

About Us

At Ardent, we are focused on providing excellent service to our customers and clients.

Our vision is to be recognised and respected as a market leader in the provision of collection and, debt recovery services whilst putting customers and their interests at the heart of our decisions.

We are passionate, dedicated, and thoughtful about getting things right first time, delivering the right outcome and taking the right actions.

Next Steps, what are you waiting for?

  • We know applying for a job can be daunting, but try not to feel concerned, we really are a friendly team and are here to support you.
  • Interviews for this position, may take place remotely to maintain social distancing via video-call(s)
  • Due to the nature of our business, any offer of employment will be conditional and subject to satisfactory background checks (DBS Basic and Credit File search). Please keep this in mind before applying

If you are interested in a new career and have what it takes to make a difference, then please apply.