Customer Support Consultant

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 Ascent

• A supportive and customer\-focused working environment


• Ongoing training and development


• Opportunity to build a career within a regulated financial services environment

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, including:

+ Company pension scheme
+ 22 days holiday 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

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