Case Study: Manchester-based FinTech Company scales its Customer Service team with MERJE Front-Line Talent

MERJE Front-Line Talent Supports FinTech in Exclusive Volume Contact Centre Recruitment Project

MERJE supported a Manchester-based FinTech company that needed to recruit across multiple levels, from management roles to entry-level Contact Centre agents. Through MERJE Front-Line Talent, the client looked to hire 12 people with multi-channel Contact Centre experience, without requiring Financial Services backgrounds, so they could help shape the future of the Customer Service function.

MERJE delivered a tailored attraction and assessment project, including stakeholder and team consultations, targeted candidate sourcing, bespoke pre-screening, and engaging “Open Day”-style assessment centres. MERJE’s process led to seven assessment sessions and 18 job offers across Multi-Channel Customer Service Advisor and Collections Agent roles, exceeding the original hiring target by 50%, and the client planned to work with MERJE again within six months.