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Operational Support Associate Full Time

at Wescot Kingston upon Hull in Kingston upon Hull (Published at 06-03-2021)

Who are we
Wescot was incorporated in Scotland in 1983, but following expansion now operates in Bolton, Glasgow, Hull, Malton, Saltcoats and Telford. We are currently looking for Operational Support Associates to join our growing and friendly Case Management team in Hull?s city centre. Wescot are not your typical contact centre; we work on behalf of banking, utility, telecoms and retail finance companies whose customers have fallen behind with their repayments. We strive to deliver gold-standard customer service, working with each individual customer to establish affordable and sustainable repayment arrangements.

As the Operational Support Associate you will report to the Team Leader.

Hours per week: 40


  • To respond to correspondence and queries fully, clearly and accurately, offering right outcomes.
  • Update relevant records and systems.
  • Autonomously make decisions regarding vulnerable customer?s accounts taking into account all available options/next steps.
  • Use of and offer of specialist appropriate signposting to customers and 3rd parties.
  • Identify high risk accounts/account holders or are of extreme sensitivity via all forms of contact (Call, e-mail, letter).
  • Discuss and record ?sensitive? customer information accurately, whilst adhering to regulatory rules for vulnerable customer e.g. TEXAS.
  • Handle and understand medical documentation, e.g. terminology and relevant information.
  • Liaise and interact with our clients, in writing and telephone in order to resolve queries/issues using expected channels/system.
  • Liaise and interact with any authorised 3rd parties in writing and via telephone in order to resolve queries/issues using expected channels/system.
  • Ensure all calls are handled sensitively, professionally and offer the right customer outcome.


  • Successful candidates will ideally have experience in a customer focused/admin environment.
  • Experience working with Microsoft Office is essential and applicants must demonstrate excellent written and verbal communication skills with a strong attention to detail and awareness of the specific needs of vulnerable customers.
  • A positive and flexible approach to work, with the ability to react quickly to changing environments whilst responding to the needs of our vulnerable customers.

The Rewards:

  • Competitive salary
  • Your Business Reward ? retail vouchers for going the extra mile
  • Pension
  • Private Medical Insurance
  • Life Insurance
  • Incremental annual leave scheme, starting at 31 days annual leave (including bank holidays)
  • Employee Assistance Programme
  • Fantastic Retail and Entertainment Discount Scheme
  • Long Service Awards
  • Employee of the Month Scheme
  • Recommend a Friend Scheme
  • Comprehensive induction training
  • Regular training and education to ensure you?re always up to date

So, if you have a genuine passion for delivering excellence, enjoy talking to people and want to make a real difference to the customers you interact with, then this could be the role for you!

Coronavirus (COVID-19)

The health, welfare and safety of our colleagues and the people we recruit is vital to us therefore we are closely monitoring Government guidance to ensure we are complying with guidelines and Wescot?s duty of care. As a business, we had to adapt quickly to respond to the COVID situation to keep doing what we are here to do which is to help our customers achieve their own financial recovery. For many of our customers today, this is less about financial recovery and more about financial survival. We believe there is no organisation better placed to help our customers through this period of uncertainty as this is exactly what we have been doing for years, for millions of individuals. Many of our customers are currently subject to a level of stress and anxiety that they have never encountered before but the feedback we have received demonstrates how what we do can change people?s lives. When they reach out to engage with us, we are there to listen.

Once you reach competence levels you may be able to work from home or in a blended situation both at home and in our offices. This will help our clients continue to deliver vital services to our customers, while supporting you in finding an appropriate work-life balance.

Wescot is an equal opportunities recruiter and welcome applications from all suitably skilled applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.

We are an FCA regulated company we will conduct credit, fraud, criminal record and 5-year reference checks as part of our pre-employment screening on all successful candidates.

If you have any queries, please email [email protected] and use ?Hull OSA - Case Management? as the subject.

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