Perch Group
ACI Case Manager
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Are you a confident communicator with a passion for helping customers through challenging financial situations?
We’re looking for motivated individuals to join our team as a Customer Agent within a regulated debt resolution environment.
ACI-UK
ACI-UK is part of Perch Group, 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.
Who Are We Looking For…
Agents who will maintain high quality standards in every customer interaction, proactively identifying issues and problem solve to achieve the right outcome. While consistently exceeding individual and team KPIs, performance, and productivity targets.
You will need to be available for the induction programme as per below:
- Monday 10th August to Friday 18th September 9am-6pm (Monday-Friday only).
After the induction, the working pattern for this role will be 40 hours per week, alternating early (8AM-5PM) and late (10AM-7PM) weeks plus 1 in 4 Saturday mornings (9AM-1PM).
So, what will your day-to-day look like?
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- Utilising our telephony, email, SMS and other digital systems to communicate with customers
- Be the 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
Does this sound like you?
- Inbound or outbound contact centre experience is desired
- Experience of working in a regulated/FCA/SRA environment is beneficial but not essential
- Exceptional active listening skills and good attention to detail
- Negotiating and influencing skills
- High levels of emotional intelligence
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The Application Timeline
- A first stage video call with the internal recruitment team (15-minute call).
- A second stage interview with the ACI-UK Management Team.
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.
What’s In It For You
- £27,400 + up to 20% of your annual salary, paid as a bonus quarterly
- This role is based at our Blackpool office (Whitehills Business Park)
- 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’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.
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.
PLEASE NOTE - All new employees must undergo a Right to Work, DBS and Credit Check upon acceptance of a job offer with Perch Group.
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