ACI-UK are authorised and regulated by the Financial Conduct Authority and we’re searching for amazing people to join our established and high performing team!
We are a fast growing business with multiple offices and over 250 employees across the UK.
We reach our customers by telephone and through a range of digital technologies, to help them find affordable and sustainable solutions to managing their debts. We’re seeking our next team of Case Managers to join us on full time hours based in our Blackpool office, conveniently located off the M55. All Candidates must have right to work full time in the UK. Our Case Managers aim to maintain high quality standards on every customer interaction, identify issues and problem solve to reach the right outcome, exceed individual and Team level key performance indicators and exceed Performance and Productivity measures.
You’ll be available for the induction programme below, to join our first-class training programme:

• Monday 20th January - Friday 7th February, Monday-Friday 9.00-18.00.

Don’t worry if you don’t have previous experience – if you are a self-starting and driven individual, we want to hear from you, and so do our customers!
After the induction, the working pattern for this role is 40 hours across 4 or 5 days per week with 9-hour or 12-hour shifts between 8am and 8pm inclusive of breaks. These shifts are between Monday and Friday and you would receive a rota in advance of your working days. You’ll be required to work one Saturday in four, on a 9am - 1pm shift.
Please note that our induction training is a 9am - 6pm shift, Monday-Friday.
Not only do we offer you a great work-life balance and working environment, we’ll reward you with a competitive starting salary as well as many other great reasons to work with us.
What you’ll be doing
· Utilising our telephony, email, SMS and other digital systems to communicate with customers and other administrative tasks
· Acting as 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
What are we looking for?
· Exceptional active listening skills
· Negotiating and influencing skills
· High levels of emotional intelligence
· Good technical knowledge, PC literate and a good multi-tasker
· A positive, forward-thinking attitude
· Good attention to detail
· Inbound or outbound contact centre experience is desired
· Experience of working in a regulated/FCA/SRA environment is beneficial but not essential
What we offer to our employees
· Competitive annual leave scheme, plus bank holidays. Increasing entitlement with length of service
· Free Breakfast and Food Cupboard
· Bonus up to 20% quarterly (in addition to annual salary starting from £24,000)
· On-site counsellor
· Buy and sell holidays scheme
· Volunteering Days
· Pension scheme
· Full induction training
· A clear and defined Career Path for progression opportunities (subject to QA, KPIs and target achievement):
- after passing the probation salary goes up to £25,000/annually
- after 1 year of service increase to £26,000/annually
- Senior 1 - £27,000
- Senior 2 - £28,000
· Recognised qualifications and apprenticeships
· Regular social and reward events: rich social calendar (annual Perch Day, Christmas party, several ad hoc socials throughout the year)
· Employee Assistance Programme
· A dedicated ESG committee - one day off for the community
· Perch Group donates more than £40,000 annually to local charities
· Cycle to work scheme
· On site free parking
We are committed to Diversity and Inclusion for all employees and applications from all individuals are encouraged.
ACI-UK is part of Perch Group. We attribute our success to the Perch Group values, embedded through our people, systems and processes.
Passionate. Engaging. Responsible. Creative. Hardworking.
Job Types: Full-time, Permanent
Pay: From £24,000.00 per year
Additional pay:

• Bonus scheme
• Performance bonus
• Quarterly bonus

Benefits:

• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Discounted or free food
• Free parking
• Health & wellbeing programme
• Paid volunteer time
• Referral programme
• Sick pay

Work authorisation:

• United Kingdom (required)

Work Location: In person
Application deadline: 26/12/2024
Expected start date: 13/01/2025