Collections Support Agent

Collections Support Agent

Hybrid

Manchester, United Kingdom

Collections, Operations

Full time – 2 days per week in office

£29,000 per annum

Jaja is a UK‑based consumer finance business that empowers customers to buy, borrow and build using smart technology, strong data, and clear design. We launched our digital credit card in 2018 and continue to grow, delivering new products and experiences while keeping complexity to a minimum. Our values guide how we work:
Care Deeply, Adapt & Thrive, Challenge Everything, Go For It, Own It, Make It Simple. We are scaling rapidly and welcome talented professionals to contribute to our success.

• Supporting customers across collections channels (chat, phone, email, and written) with empathy and understanding
• Listening actively and assessing situations to agree on sustainable, affordable solutions
• Tailoring approach to support vulnerable customers with sensitivity and care
• Sharing ideas to improve processes and adapting quickly to change
• Managing varied workloads and solving problems with confidence and creativity
• Keeping accurate records in line with company and regulatory standards
• Sharing customer feedback to help continuously improve
• Meeting quality and compliance standards while delivering outstanding service
• Collaborating with your team to meet goals and support one another
• Staying informed on products, services, and operational updates
• Working toward individual and team KPIs and SLAs

• Experience in collections or customer service, ideally within credit cards or lending
• Understanding of financial services regulations related to collections
• Strong verbal and written communication skills
• Confidence working in a fast‑paced, evolving environment
• Familiarity with call centre technologies (diallers, customer portals, etc.)
• A proactive mindset – you enjoy solving problems and improving systems

• Competitive salary
• Pension contributions, including salary exchange facility
• Annual bonus potential
• Private medical cover provided by Vitality (Optional benefit)
• 25 days annual leave (FTE) plus UK bank holidays (with an additional day added for each full calendar year worked, up to a maximum of 30 days)
• Birthday off each year as an additional day of holiday
• Four times life insurance cover
• Access to our confidential employee assistance programme