We’re highlighting another story from our Another Day on the Job series – this time focusing on the compassionate work of our Enforcement Agents.
An Enforcement Agent recently visited a customer who had been struggling with debt. When she answered the door, she explained that she had been extremely worried since receiving the first letter and was managing several mental health challenges. Naturally, she became very upset.
Our Enforcement Agent responded with empathy and reassurance, calmly explaining that they were there to help and that she didn’t need to panic. Once she felt more at ease, the customer shared medical documentation confirming that she was eligible to be referred for welfare support.
With the right support in place, she felt a huge sense of relief knowing her situation was being handled appropriately. Following a few supportive visits, the balance was paid in full.
The customer later called to personally thank our team for their understanding and patience.
This is what Another Day on the Job truly means. Behind every case is a person, and our teams work hard to ensure that empathy, support, and professionalism sit at the heart of every interaction.
At Marston Holdings, we strengthen this commitment through the Marston Academy, where we support the development of future Enforcement Agents. The academy helps equip our people with the knowledge, skills, and guidance needed to carry out their roles effectively while recognising the human side of every case.
We give our people the knowledge, skills, and support they need so experienced colleagues can help develop the professionals who follow them – ensuring our teams continue to make a real difference in the communities we serve.
