Collections Agent - no evenings​/weekends

We’re looking for Collections Advisors to join our team on a Permanent role at Portway House, 1 The Pavilions, Preston, PR2 2YD
. Sound like a bit of you? If so, READ ON.

As a Collections Advisor, you will be engaging with our clients’ customers who may find themselves in financial difficulty and require information and guidance to meet their finance commitments. You will take ownership to understand the customer’s financial situation, providing options and solutions to ensure fair outcomes.

• Providing a first point of contact service resolution for the customer, educating customers on alternative options available for the service being supported
• Ensuring regulatory compliance in collections activity, determining reason for customer payment delinquency and obtaining payment commitment
• Using online systems to accurately document customer account information, adhering to data privacy legislation
• Understanding the customer’s financial situation, providing options and solutions, ensuring fair outcomes, including for vulnerable customers
• Building rapport, empathising, and having meaningful conversations with customers to deliver excellent customer service
• Handling customer telephone calls (both inbound and outbound) and interactions efficiently, effectively, and professionally
• Responding to customer emails and providing accurate financial calculations
• Embracing learning, coaching and development to continuously improve skills and capability
• Making a difference

• Understanding of OFCOM & FCA regulatory requirements
• Excellent interpersonal and organisational skills
• Analytical, investigatory and problem‑solving skills
• Highly effective verbal and written communication skills with a high standard of vocabulary and grammar
• Ability to demonstrate empathy and ownership of customer financial position
• Confident and comfortable speaking and asking questions on the telephone to gain full understanding of customer circumstances
• Ability to make decisions considering risk to the client and impact on the customer using guidance or advice where required
• Showing the correct empathy and understanding during difficult conversations, taking ownership
• Navigating systems and ensuring all details entered are accurate
• Good literacy and numeracy skills for email correspondence and financial calculations
• Ensuring all regulatory requirements are adhered to through training and compliance
• A positive attitude towards change and a desire to grow

More experienced Advisors will support the Team Leader by mentoring and supporting team members to improve customer satisfaction and efficiency metrics.

• Salary of £25,155
• Permanent role
• World‑class training and endless career opportunities supported by our market‑leading brands
• Monday–Friday working between 8 am and 6 pm – no evenings or weekends
• 22 days annual leave
• A wide range of discounts on retail, health & wellbeing, travel, and technology
• Access to private medical insurance and health assessment plans
• Pension schemes, life assurance, 15 weeks fully paid maternity, adoption and shared parental leave, and two weeks’ paternity pay

We’re an equal‑opportunity and Disability Confident employer, recruiting and developing people based on merit and passion. We’re committed to an inclusive, barrier‑free recruitment process and working environment.

For alternative formats of this job description or application form, or if you need additional support, please email rea Access to Work can help candidates with a physical or mental health condition or disability to get support in the hiring process.

Preston, United Kingdom

Time type:
Full time

Contract type:
Permanent