Job Description

ACI-UK are searching for 10+ Customer Agents.

At ACI-UK, our vision is clear: to lead the UK debt purchase and collection industry by harnessing cutting-edge technology to drive ethical, efficient, and data-driven debt resolution.

Our annual mission is to empower hundreds of thousands of customers to positively engage with and resolve their outstanding debts. We do this through an empathetic and customer-centric approach that is at the heart of our success.

About the role...

The successful candidates will aim to maintain high quality standards on every customer interaction, identify issues and problem solve to reach the right outcome, exceed individual and team level key performance indicators and exceed Performance and Productivity measures.

28,000 + up to 20% of your annual salary, paid as a bonus.

This role is based at our Manchester Spinningfields office, though your induction will take place at our City Tower location.

You will need to be available for the induction programme as per below:

Monday 2nd June - Friday 20th June, 9:00 - 18:00.*

After the induction, the working pattern for this role will be 40 hours per week, Mon - Fri, on an early / late rotation between 8am and 8pm (inclusive of breaks). You'll also be required to work a 9am - 1pm Saturday shift every 1 in 4 weeks.

You'll make a major contribution by...

Utilising our telephony, email, SMS and other digital systems to communicate with customers and other administrative tasks Acting as first point of contact for our customers in arrears, holding conversations to understand the root causes of financial difficulty Negotiating affordable and sustainable payment plans, taking into account customers personal circumstances Signposting customers to free and independent money advice organisations, or internal support services for assistance on resolving indebtedness or personal difficulty Operating in compliance with FCA conduct rules, Consumer Duty principles and broader regulations including the Data Protection Act and GDPR Demonstrating our 'customer first' approach by taking ownership and finding the right customer outcome, first time Embracing your own personal development plan, being responsive to coaching and feedback to broaden your skills Continuously training and upskilling to understand the end-to-end litigation process, providing clear and concise next steps for our customers

You should apply for this role if you have...

Exceptional active listening skills Negotiating and influencing skills High levels of emotional intelligence Good technical knowledge, PC literate and a good multi-tasker A positive, forward-thinking attitude Good attention to detail Inbound or outbound contact centre experience is desired Experience of working in a regulated/FCA/SRA environment is beneficial but not essential

The Application Timeline

A first stage video call with the internal recruitment team (15-minute call). A formal video call with the hiring manager (30 - 45 minutes).
Please note, this vacancy will close on or before 26th May 2025 if we receive sufficient applications. We therefore encourage you to apply as early as possible to avoid disappointment.

If you do not receive a response after 2 weeks of applying, please assume you have been unsuccessful as we are likely to experience a high volume of applications.

If you have any questions or suggestions of how we can assist you in your application due to disability or personal reasons, please email recruitment@perchgroup.co.uk.

What's In It For You

28,000 + up to 20% of your annual salary, paid as a bonus quarterly This role is based at our Manchester Spinningfields office 40 hours per week, Monday to Friday plus 1 Saturday in 4 The opportunity to complete formal qualifications and learn on the job in a successful, growing organisation And many more benefits to support your wellbeing and professional development

We are an equal opportunities employer

We're an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.

ACI UK- is part of the Perch Group. At Perch, our strength lies in our team, their enthusiasm, and their passion for the business. Whether you're looking to gain foundational skills in financial services, have a knack for customer service, or seek to expand your horizons, we likely have the perfect opportunity for you.

Job Type: Full-time

Pay: 28,000.00 per year

Additional pay:

Yearly bonus
Benefits:

Additional leave Casual dress Company events Company pension Discounted or free food Sick pay
Schedule:

Monday to Friday Weekend availability
Ability to commute/relocate:

Manchester M3 3AP: reliably commute or plan to relocate before starting work (required)
Work authorisation:

United Kingdom (required)
Work Location: In person

Application deadline: 26/05/2025
Expected start date: 02/06/2025