Customer Service Agent

Midland Credit Management, an Encore Capital Group Company • Worthington, MN

4d • Hybrid

About The Position

MCS are on the lookout for Call Centre Agents to join our team on March 9th 2026! Mortimer Clarke Solicitors (MCS) is a specialist litigation law firm. We have been in business since 2007 and now employ over 170 people at our office in Worthing, West Sussex. We won Best Legal Services Provider at the CCS Awards in 2023 & 2025 and Best Legal and Advisory Service at other industry awards in 2022 & 2021. We are part of the Cabot Credit Management Group, which is a European market leader in credit management services. We are looking to speak with individuals who are comfortable working in a professional, busy environment and who are equally at ease handling inbound and outbound calls from our customers when they want to talk to us. With a real focus on listening, you will ensure we achieve the right outcome for our customers whilst working towards KPI’s and quality standards.
Once you have completed the 5 week training programme, your exciting career step in role is fully structured with your new team members and leader. This is a rewarding role, working with our customers to explore the customers’ circumstances: See what your future colleagues say: https://youtu.be/fM3-_4cqZdA?si=JtQgVJNc2KGROvZf
You’ll spend the first five weeks in office for training Monday-Friday from 8am till 4.30pm
Once you’re ready to go, you’ll move into our weekly shift patterns (40-hour per week contract):
Shifts include:
Monday to Friday 8am - 4.10pm
Monday to Friday 12pm - 8pm
Monday to Friday 10am - 6.10pm
1 in 3 Saturdays 9am - 1pm
Diversity and inclusion are very important to us at MCS and we value diverse talent within our business. We want everyone to be themselves at work and encourage a culture that includes everyone. At MCS 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. CCAWOR

Requirements

• customer service or call centre experience
• comfortable working in a professional, busy environment
• equally at ease handling inbound and outbound calls from our customers when they want to talk to us.
• With a real focus on listening, you will ensure we achieve the right outcome for our customers whilst working towards KPI’s and quality standards.
• any successful candidates will have to undergo a basic credit check and criminal background check.
• 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.

Responsibilities

• Handling inbound and dialler based outbound calls.
• Providing exceptional customer service via telephone.
• Confidently handle calls where you will talk about difficult subjects, support vulnerable customers, and deliver solutions with care and empathy.
• Hitting your call KPIs and quality standards
• Tailoring affordable repayment plans to manage their debts, helping our customers on the road to financial recovery.
• Engaging customers on inbound and outbound calls providing exceptional customer service to promote financial stability.

Benefits

• Salary: from £26,421
• A performance related bonus, which is paid monthly - you could earn around an additional £400-£600 plus a month!
• Hybrid working: once competent, the working pattern is then 3 days onsite and 2 days remote.
• 31 days holiday (pro rata) - including all bank holidays and the opportunity to take an additional five days’ unpaid holiday each year.
• Training: 5 weeks with a dedicated L&D Trainer supporting you.
• Fun Times: Summer and Christmas Parties. (and more)
• Mandatory annual salary review.
• Company funded Health & Wellbeing Initiatives.
• Employee Assistance Programme – with access to remote physiotherapy, GP appointments, nutritionists, personal trainers, lifestyle coaches, legal support, wellbeing resources and much more

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees