Collections Advisor

Collections Advisor

Location:

Quorum Business Park, Newcastle, NE12 8BU

Employment type:

Full‑time

Salary: Starting at £24,000, increasing to £26,000 with role progression + up to £12,600 performance bonus.

Working Hours: 37.5 hours per week

Shift Pattern: Monday – Friday 08:30‑17:00 or 09:30‑18:00

Holidays: 21 days plus bank holidays (23 days after 1 year)

A Collections Advisor is responsible for managing unpaid consumer debt within a call centre environment. The successful candidate will be a tenacious, resilient, and confident problem solver, contacting customers to discuss unresolved issues, confirming payment arrangements, and effectively managing the customer outcome. All relevant aspects are documented, and follow‑up actions are carried out within the collections system.

• Initiate contact with customers via the dialling platform to discuss overdue payments and unresolved issues.
• Review accounts to identify overdue amounts and appropriate collection actions.
• Use approved techniques to negotiate payments and/or payment plans and manage these plans accordingly.
• Update customer account information within the database accurately and promptly.
• Provide customers with information on payment methods and options.
• Investigate and resolve discrepancies or disputes related to accounts or payments.
• Meet or exceed monthly collection targets while providing an excellent customer experience.
• Achieve all departmental KPIs surrounding call handling and call quality expectations.
• Go the extra mile to support the wider team in ensuring performance standards and business objectives are met.

• A natural flair for conversation and negotiation.
• Customer oriented, genuinely passionate about providing an amazing experience through every interaction.
• A persistent work ethic and target‑driven mindset.
• Confidence and energy in handling tasks.
• Strong problem‑solving skills and the ability to stay calm under pressure.
• Strong IT and MS Office skills.

• Enjoy your birthday off as a special treat.
• Embrace an early finish on Fridays.
• Satisfy your cravings at our onsite coffee shop and canteen.
• Stay active with discounted gym and health club memberships.
• Access private healthcare and Medi Cash cash plan.
• Unlock a world of freebies and discounts with Perk Box.
• Earn rewards through our employee referral program.
• Enjoy discounts on our alarm systems.
• Contribute to a greener lifestyle with the Cycle to Work scheme.

Verisure is Europe's fastest-growing monitored security company. More than 4 million families and businesses rely on our innovative technology to protect what matters most. We hold the number 1 position in all 10 of our top 10 markets, supported by 30 000+ passionate colleagues.

Verisure is an equal opportunities employer. We recognize the richness that diversity brings and encourage applicants from all backgrounds to apply. We champion an inclusive and collaborative culture and empower all employees to succeed and grow. Please let us know if you have any specific requirements during the recruitment process.

All employees must complete a DBS check, provided by Verisure to all successful candidates.