Legal Aid Customer Service Agent

Marston Holdings Limited has an exciting opportunity for a Customer Contact Telephony Agent within our Legal Aid team on a 9 Months Fixed Term Contract.

Marston Holdings Limited is a parent company formed of eight brand entities that each specialise in key areas of our overarching business. In a nutshell, we are the UK's largest judicial services company and pioneers in clean air technology, offering services that support local and central government, utilities, and private sectors through the delivery of market leading integrated technology-enabled solutions from design and implementation to management and recovery.

The group currently has revenue of £270m, employs nearly 5,000 staff and has a network of 1,000 self-employed enforcement agents. The business operates 21 services across several trading entities, primarily in the UK.

What you'll be doing

As a Customer Contact Agent with Marston Holdings Ltd you will have a pivotal role in our Legal Aid team. You will proactively contact our customers, helping them find a solution to any situation. Whether its inbound or outbound dialling, processing payments, agreeing payment plans or helping resolve queries.

Support and coaching will be given throughout your career.

• Making outbound and receiving inbound calls
• Ensuring that all clients or customers receive the best customer service
• Negotiating payments / arrangements over the telephone
• Updating systems with relevant call details
• Returning abandoned calls in line with agreed targets
• Ensuring overall performance and targets are met and reporting any issues to the Team Leader or Manager.
• Assisting with administration duties within the team
• Meeting set targets.

Person specification

• Previous customer service or sales experience
• Excellent communication and negotiation skills
• Ability to speak in a clear and concise manner
• Good interpersonal skills
• Excellent organisational skills
• A positive and self-motivated attitude
• Ability to work closely within a team
• Ability to effectively deal with difficult and complex telephone conversations whilst remaining calm

What's in it for you?

• Salary of £22,308
• Hours: Great work life balance and only working Monday - Friday
• Office based
• Contract: 9 Month Fixed Term Contract, Full time, 37.5 hours per week
• Enhanced Maternity and Paternity Package NB subject to eligibility criteria
• 25 days annual leave plus bank holidays
• Health Cash Plan
• Staff benefits designed to suit your lifestyle, from discounts on high street and online shopping to travel, socialising and wellbeing

If this sounds like the job for you, please apply....

Marston Holdings Limited MHL is a parent company formed of eight brand entities that each specialise in key areas of our overarching business. In a nutshell, we are the UK's largest judicial services company and pioneers in clean air technology, offering services that support local and central government, utilities, and private sectors through the delivery of market leading integrated technology-enabled solutions from design and implementation to management and recovery.

We are an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we're committed to creating an inclusive environment for all employees.