HMCTS Collections Agent

We are looking for motivated, resilient and people-focused individuals to join our growing contact centre team as HMCTS Agents.
Acting on behalf of His Majesty's Courts and Tribunals Service, you will handle a mix of inbound and outbound calls, providing clear, professional and supportive guidance to customers. Your role will involve helping people understand their accounts, supporting them to make payments, setting up realistic and bespoke payment plans, and resolving more complex enquiries.
This is a role where empathy and confidence go hand in hand. You'll need to be comfortable having sometimes challenging conversations, while always aiming to achieve a fair and appropriate outcome for both the customer and our client.
Full induction training is provided, along with ongoing coaching and support, so you'll be fully equipped to succeed in the role.

Advantis is a leading debt collection agency based in the iconic Minton Hollins Grade II listed building in the heart of Stoke-on-Trent. Our clients include some of the UK's largest Utility, Retail and Government bodies, including His Majesty's Courts and Tribunals Service (HMCTS).

Shift Pattern
Full Time - 38.5 hours per week (rotational shifts)
Week 1: Monday to Friday, 8:00am - 4:30pm (plus 1 additional hour on Monday or Friday)
Week 2: Monday to Friday, 11:30am - 8:00pm (plus 1 additional hour on Monday or Friday)
What You'll Need to Succeed
You'll enjoy helping others and take pride in delivering a high standard of service. You'll be a confident communicator with strong listening skills, able to balance compassion with assertiveness. A positive attitude, resilience, and self-motivation are key, along with the drive to meet and exceed performance targets. Previous customer service experience is beneficial but not essential.
What You'll Get in Return
Alongside your salary and bonus scheme, you'll have access to a wide range of benefits, including up to 35 days' holiday (including bank holidays, pro rata for part-time roles), gym membership contribution, life insurance, pension scheme, employee assistance programme, enhanced family leave policies, mental health first aiders, free onsite parking, casual dress, and a supportive, inclusive working environment. You'll also benefit from ongoing development, recognition schemes, and regular team events.