Call Centre Operative

Job Title: Call Centre Operative
Location: Hertford (Fully Office Based)
Salary: £25,000 + 5% Bonus
Hours: Monday to Friday, 9:00am-5:00pm (37.5 hours)
Start Date: ASAP

The Opportunity

We are recruiting a reliable and professional Call Centre Operative to join an established and growing call centre team supporting a law firm.

This is a fast-paced and varied role, ideal for someone confident on the phone, highly organised, and comfortable working in a regulated environment. You'll play a key role in progressing cases efficiently while ensuring compliance with Data Protection legislation, SRA regulations and the Pre-Action Protocol for Debt Claims.

The Role

You will be the first point of contact for a wide range of third parties including clients, solicitors, debtors/defendants, mortgage lenders and courts. The role requires a professional and tactful approach, particularly when handling sensitive financial discussions.

Working as part of a team of 6-8, you will manage your own caseload, meet daily call and diary targets, and ensure all actions are completed accurately and within agreed service levels.

Key Responsibilities

• Managing an individual caseload of active matters
• Answering all inbound calls
• Making outbound calls to debtors/defendants, solicitors, clients, courts and mortgage lenders
• Meeting daily individual and team targets (call times, diaries, dropped calls)
• Entering new instructions accurately onto internal systems
• Calculating and understanding client instructions and statements of account
• Obtaining and interpreting Land Registry documents (titles, leases and transfers)
• Responding to written and email enquiries
• Identifying valid legal disputes and escalating complaints where appropriate
• Negotiating and agreeing payment plans
• Taking card payments and allocating cheque payments
• Using client databases to obtain statements, demands and invoices
• Following set processes and internal guidelines
• Maintaining accurate team diaries and working within SLAs

The Person

Essential:

• Previous call centre, customer service or phone-based experience
• Strong verbal and written communication skills
• Good numerical ability and attention to detail
• Confident using computer systems and databases
• Professional and tactful approach to sensitive conversations
• Resilient, organised and able to thrive in a fast-paced environment

Desirable:

• Experience within property, legal, debt recovery or another regulated environment
• Familiarity with arrears recovery, payment plans or dispute handling

The Package

• Salary of £25,000 per annum
• 5% performance-related bonus
• Monday to Friday working hours (9am-5pm)
• Fully office-based role in Hertford
• Stable team environment with structured processes