Londonist DMC is an award-winning student accommodation agency with over 30 different locations across London, providing both short-term and long-term student accommodation options. Each of our accommodations offer stylish and comfortable en-suite rooms, studios, and apartment rooms, and access to outstanding facilities, such as gyms, cinemas, social and study spaces, and 24/7 on-site security and maintenance teams.
Job description
Call Centre Agent is responsible for managing resident accounts through proactive outbound and inbound communication, ensuring timely recovery of outstanding balances while delivering a professional sales and customer-focused service experience. This is a contact-centre–based, operational role requiring strong communication skills, CRM usage, sales experience and persistence in collections activity.
Responsibilities
- Manage assigned resident accounts by conducting outbound calls and handling inbound enquiries related to overdue balances.
- Communicate with residents via phone, email, and CRM messaging to clearly explain outstanding charges, payment options, deadlines, and next steps.
- Negotiate payment arrangements in line with company policies and escalation guidelines.
- Accurately record all payments, commitments, disputes, and communication activities within the CRM system.
- Maintain detailed and up-to-date account notes to support effective follow-ups and compliance requirements.
- Work collaboratively with Finance, Sales and Operations teams to resolve billing queries and resident issues efficiently.
- Identify high-risk or unresolved accounts and escalate them appropriately according to collections procedures.
- Meet individual and team performance targets, including call volumes, contact rates, resolution metrics, and collections KPIs.
- Contribute to ongoing improvements in collections processes, call scripts, and workflow efficiency.
- Provide operational support to the Finance team by supplying accurate collections data and updates when required.
- Deliver a calm, respectful, and professional customer experience, particularly during difficult or sensitive conversations.
- Be flexible to work evenings and weekends as required to meet operational coverage needs.
Skills, Experience & Competencies
- Excellent verbal and written communication skills in English.
- Previous experience in call centre or customer support roles.
- Strong verbal and written communication skills with the ability to manage challenging conversations.
- Minimum 2 years’ experience in a call centre and high-volume customer support role.
- Comfortable working in a high-volume, target-driven environment.
- Strong organisational skills with attention to detail.
- Resilient, proactive, and solution-oriented mindset.
- Basic understanding of accounts receivable, payments, and arrears (formal finance qualifications are not required).
Join us at Londonist and help shape the future of student accommodation while gaining valuable sales and industry experience!
Londonist DMC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Londonist was awarded the 2025 King’s Award for Enterprise in International Trade, the highest official recognition a UK business can receive.
Job Types: Full-time, Freelance
Contract length: 6 months
Pay: ₹40,000.00 - ₹50,000.00 per month
Benefits:
Experience:
- Call center: 2 years (Required)
Language:
- Fluent English (Required)
Shift availability:
- Day Shift (Required)
- Night Shift (Required)
Work Location: Remote
