Collections Officer

About the opportunity:

We are working as the internal recruitment partner for our client, Manx Collections, a reputable financial services provider known for delivering responsible lending and excellent customer support.

 Due to continued growth, we are seeking an experienced Collections Officer to join their friendly and close-knit team. You'll play a key role in supporting customers who have fallen into arrears, working with empathy and professionalism to achieve the best possible outcomes for both the customer and the business.

This is a fantastic opportunity for someone with solid collections experience who enjoys working in a collaborative, supportive office environment.

Responsibilities:

Contact customers via telephone, email, letter, and text to collect overdue payments in line with company policies and FCA regulations.
Manage a portfolio of customer accounts, reducing delinquency and aiming to return accounts to up-to-date status.
Gather and verify customer information, updating CRM systems accurately.
Liaise with legal advisors, recovery agents, and bailiffs to support asset recovery when required.
Issue reminders, notices, and assist with summons documentation.
Maintain up-to-date and accurate records across all systems and reports.
Adhere to the Treating Customers Fairly (TCF) and Consumer Duty principles, ensuring every customer receives a fair outcome.
Provide exceptional customer service with compassion and professionalism, especially for vulnerable customers.
Support the wider team with general administration and reporting duties.The successful candidate will be able to demonstrate the following:

Previous experience in a collections or arrears management role (essential).
Experience gained within financial services, lending, or asset-based finance (preferred).
A calm, empathetic, and customer-focused approach to debt resolution.
Strong negotiation and communication skills, both verbal and written.
Excellent organisational and time-management abilities.
Strong IT literacy, including CRM and Microsoft Office.
A proactive and team-oriented attitude - ready to support colleagues and get stuck in.
A minimum of 5 GCSEs (or equivalent) at Grade C or above, including Maths and EnglishIn return we are offering:

A salary up to £30,000 per annum
Office-based role in Basingstoke, Monday to Friday, 9:00am - 5:00pm (35 hours per week).
Friendly, collaborative team culture with a supportive management approach.
25 days' annual leave plus bank holidays.
Opportunities for growth within a well-established and expanding financial services organisation.
Discretionary bonus scheme.
Death in service - 4x annual salary.
Pension contributions 4% employer, 5% employee.
Employee Assistance Programme
Various wellbeing and Social events throughout the year. Interested? Then APPLY now for immediate consideration