Collections Support Agent

Job title Collections Support Agent  Division Retail Location Swindon - Walnut Court - SN2 8BN
Contract type Permanent Full/Part-time Full-time Hours 36 Salary We are offering a starting salary of £26,995 per annum Job grade A Closing date 21/11/2025

Make a Real Difference as a Collections Support Agent

Do you take pride in delivering outstanding customer service and helping others through challenging situations? Do you thrive in a supportive environment where empathy, problem-solving, and relationship-building truly matter? If so, we’d love to hear from you.

We’re seeking compassionate and dedicated individuals to join our team as Collections Support Agent
. In this role, you’ll work directly with customers, providing understanding, practical solutions, and guidance to help them manage their accounts—always striving for fair and positive outcomes for everyone involved.

What you’ll be doing as a Collections Support Agent

This isn’t your typical Collections role. It’s an opportunity to create real impact by supporting customers when they need it most, building meaningful connections, and being a trusted, reassuring presence during difficult times.

As a valued member of our friendly and professional team, you'll engage with customers to understand their unique situations, offer reassurance, and collaborate on solutions that support both their needs and the business.

The key responsibilities are:

• Engage with customers: Communicate through phone, email, and written correspondence to provide support and address account-related concerns.
• Provide guidance and solutions: Evaluate each customer’s circumstances and recommend tailored options to help them manage their accounts effectively.
• Handle sensitive conversations with care: Demonstrate professionalism, patience, and empathy when discussing challenging or emotional topics.
• Negotiate sustainable payment plans: Work collaboratively with customers to create realistic repayment arrangements that suit their financial situations.
• Identify and elevate complex cases: Recognise accounts requiring additional attention and refer them to the appropriate teams for further assistance.
• Maintain accurate and detailed records: Log all customer interactions to ensure transparency, compliance, and continuity of service.
• Support vulnerable customers: Identify individuals in need of extra assistance and connect them with suitable resources or specialist services.

Location: Hybrid - Currently based at our Walnut Court office in Kembrey Park, Swindon. We'll be moving our Swindon office from Walnut Court to Newbridge Square in Spring 2026

To set you up for success, you’ll receive full on-site training during your probation period, which is a minimum of six months:

• Mandatory training is carried out between 9:00 am – 5:00 pm for four weeks, starting on day 1 in role
• Working hours (post-training):
  Rotating shift pattern, Monday to Friday, 8:00am – 8:00pm

To thrive in this role, the essential criteria you’ll need are:

• Exceptional communication skills: Engage with customers in a professional, friendly manner across multiple channels, including phone and email.
• Empathy and compassion: Listen actively, show understanding, and provide patient, supportive assistance to customers.
• Strong problem-solving abilities: Tackle challenges thoughtfully and deliver fair, practical solutions.
• Excellent attention to detail: Ensure accuracy in every interaction and maintain clear, comprehensive records.
• Customer-focused mindset: Motivated by a genuine desire to help others and achieve positive outcomes.
• Relevant experience: Previous experience in customer service, credit control, or roles involving financial discussions is advantageous
• IT proficiency: Confident using Microsoft Office and able to navigate multiple systems with ease.

What’s in it for you?

This role is more than just a job; it’s an opportunity to develop your skills and be part of a company that truly values its people.

• Competitive salary starting at £26,995 per annum
• 24 days holiday per year, increasing to 28 with the length of service (plus bank holidays)
• Performance-related pay plan directly linked to both company and individual performance measures and…