Job description


Field Consultant (0597)

The Role

Ascent are looking for a Customer Support Consultant who will visit customers in their homes and conduct face to face interviews. This is to complete legal/court or client derived documentation so that we can provide an accurate reflection on the nature of the enquiry.

The successful candidate will provide a professional and informative primary point of contact for all customers/clients whilst maintaining the highest level of customer service.

The role has two main aspects to it

  • Arranging and attending face to face interviews with individuals in their homes who are currently in financial difficulties, discussing their present and foreseeable future circumstances and agreeing and motivating the individuals into repayment plans with primary creditors.
  • Conducting enquires on behalf of insurance companies with regard to motor insurance accident claims.


  • To process all visits, contacting customers, subjects of claims and relevant third parties in order to obtain information in accordance with client instructions.
  • Manage workload in an efficient and effective manner to ensure service levels, particularly turnaround times are achieved whilst being conscious of work allocation, route planning and customer availability.
  • To record all customer contact accurately.
  • Treat all customers fairly (TCF), professionally and at within legislation and codes of practice.
  • Update account information (address / contact details).
  • Liaise with other departments on behalf of clients to resolve problems.
  • Record customer complaints and relevant information accurately in accordance with complaints procedure.
  • Follow established processes and procedures.
  • Work effectively as part of a team.
  • Maintain department standards at all times.

 Previous experience in a similar field based role would be advantageous, however full training will be given.
The candidate needs to be a good communicator, numerate and have the ability to prioritise and coordinate their workload geographically.

 This role will cover 37.5 hours per week between the hours of 08.00am and 9.00pm, and possibly some Saturday working.

The Benefits

In addition to your basic salary we have a competitive benefits package including pension, critical illness cover, health cash plan, death in service, discounted legal services, 22 days holiday (this increases with length of service) plus a buy back holiday scheme, discounted online shopping, discounted gym memberships and season ticket loans.

As part of the Ascent on-boarding process all successful applicants are required to complete the group’s employment screening process. This process helps to ensure that all new employees meet our standards in relation to honesty and integrity therefore protecting the interests of the Group, existing employees, clients, partners and other stakeholders.

Additional Information

Ascent is part of the Irwin Mitchell group of companies and was the first specialist litigation debt recovery agency to be granted ABS status meaning that we are authorised and regulated by the Solicitors Regulation Authority as well as in June 2015 being the first major debt recovery law firm to be fully authorised in the new regulatory regime operated by the FCA.

Ascent is an equal opportunity employer.

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Imperial House, 31 Temple Street, Birmingham, West Midlands, United Kingdom, B2 5DB
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