Credit Specialist; Residential

Credit Specialist (Residential) – Bolton

Credit Specialists play a critical role in supporting residential customers who are struggling to pay and in achieving our debt reduction goals. They make contact with customers and debt agents via inbound calls, outbound calls, and emails.

• Debt Resolution:
  Treat each customer as an individual, tailoring affordable repayment plans to their personal circumstances and seeking additional support for vulnerable customers.
• Expert Communication:
  Hold sensitive conversations about customers’ finances, encouraging openness without judgment and building long‑term trust.
• Customer Data Analysis:
  Deep dive into customer data to uncover patterns, predict future behaviours, and optimise business strategies.
• Investigative Tracing:
  Use internal systems, credit reports and other resources to verify customer information, including contact details and financial history.
• Manage end‑to‑end customer experience, owning the process and achieving satisfactory outcomes.
• Handle difficult conversations and objections, driving target achievement and exceeding expectations.

• Empathy and ability to put yourself in customers’ shoes.
• Excellent listening skills and ability to understand multiple perspectives when making decisions.
• Good written and verbal English skills.
• Committed team player thriving in a fast‑paced environment.
• Drive to identify and implement change, and achieve targets.
• Data‑driven mindset, using insights to make better decisions.
• Previous customer service experience (full training provided for new energy‑sector candidates).
• Experience in finance collection preferred.

Starting salary: £25,983 per annum. Career development paths:
Foundation level → Pro (£27,856) → Expert (£31,573).

Annual leave: 26 days + bank holidays, with option to purchase an additional 2 weeks.

Generous pension contribution.

Flexible and hybrid working: 2–3 days per week in the Bolton hub, remote options, flexible schedule (Mon‑Fri 9am‑5pm).

Paid time off for birthdays, supportive inclusion networks, family‑friendly policies including paid fertility leave, neonatal leave and equal parent leave.

• Full‑time: 30–37 hours per week.
• Location:
  
  Bolton (Horwich).
• DBS check required.
• Right to work:
  Not sponsorable.
• Start date:
  
  27 July 2026 (must commit to eight weeks of training without annual leave).
• Role may close earlier due to high applications.

Discovery day and initial 8‑week training will be held at the Bolton hub. Commute 4 times a week during the training period.