Customer Service Advisor
# Customer Service Advisor **Ascent Performance Group Ltd** · Manchester M2 · `On-site` 🕒 **Статус:** *Опубликовано: сегодня* · *Источник: Indeed* --- ### About the Role About the Role We are looking for a Customer Support Consultant to join our Operations & Recoveries team in Manchester. This is a customer-facing role where you will work closely with customers to deliver fair, supportive, and compliant outcomes, while achieving effective debt collection and recovery solutions. You will engage with customers at different stages of the collections and legal journey, assessing individual circumstances, identifying potential vulnerabilities, and offering appropriate and sustainable solutions all while delivering excellent customer service. Key Responsibilities Communicate with customers regarding arrears and debt recovery, both pre- and post-litigation, for regulated and unregulated accounts Handle customer queries primarily via telephone, with some written correspondence as required Complete financial assessments and agree appropriate repayment arrangements, some of which may be legally enforceable Accurately update customer accounts using internal and client systems, ensuring timely and correct record keeping Conduct sensitive and sometimes challenging conversations with professionalism, empathy, and confidence Identify vulnerability indicators and adapt communication to ensure customers receive appropriate support Resolve customer queries at the first point of contact wherever possible Ensure full compliance with internal policies, GDPR, and all relevant legal and regulatory requirements Stay up to date with regulatory guidance, including CONC, MCOB, PRIN, Consumer Duty, and DISP Essential Skills & Experience Excellent communication skills, both verbal and written Computer literate with strong organisational and prioritisation skills Strong interpersonal skills with the ability to build rapport quickly Confident discussing financial matters with customers in varying circumstances Empathetic, supportive, and customer-focused approach Strong questioning and problem-solving skills High attention to detail and ability to work accurately Ability to work independently and use initiative Willingness to take on feedback and continuously develop Desirable Previous experience in collections, customer support, or financial services Knowledge of FCA regulations including CONC, MCOB, Consumer Duty, DISP, and PRIN Why Join Us? At Ascent, we pride ourselves on creating a supportive, inclusive, and collaborative environment where your contributions truly make a difference. We are committed to helping our people grow, offering professional development opportunities and a culture built on fairness, integrity, and customer care. The Company Part of the Lantern Group, Ascent is one of the UK’s largest specialist debt recovery law firms, widely recognised as a market leader in the provision of high-quality, ethically-led services, and in customer engagement and rehabilitation. A friendly, team-focused workplace Opportunities for career progression and professional development A competitive benefits package Company pension scheme Generous holiday allowance, plus bank holidays (with the option to purchase additional days) Health cash plan Life Assurance Critical illness cover Employee Assistance Programme (EAP) Discounts on online shopping and gym memberships Cycle-to-work scheme Refer a friend Feedback recognition Scheme Further Information As part of the Ascent on-boarding process all successful applicants are required to complete the group’s employment screening process. This process helps to ensure that all new employees meet our standards in relation to honesty and integrity therefore protecting the interests of the Group, existing employees, clients, partners and other stakeholders Job Types: Full-time, Permanent Pay: £26,325.00 per year Benefits: Company pension Employee discount Gym membership Health & wellbeing programme Life insurance Referral programme Application question(s): Do you have any CCJ's, voluntary arrangements or are you currently bankrupt? Do you have any unspent criminal convictions? Do you require Sponsorship? Work authorisation: United Kingdom (required) Work Location: In person
Наблюдалась 2026-09-15, впервые 2026-09-14, источник — Indeed.