Are you experienced in early-stage collections, or do you come from an outbound customer service or contact centre background and feel confident handling conversations about overdue accounts?
This role sits within an early-stage collections team, managing customer accounts that have gone overdue. You will take ownership of accounts, engage customers to understand their circumstances, and work to recover outstanding balances through payment negotiation, structured repayment plans, or appropriate next steps in line with policy and regulation.
This is a results-driven role requiring resilience, professionalism, and the ability to balance firm debt recovery with fair customer treatment.
Benefits of Collection Agent:
25 days holiday plus bank holidays
Private medical insurance, life assurance, pension up to 7.5%
Staff discounts and development opportunities
Responsibilities of a Collection Agent:
Manage and contact customers with overdue accounts
Conduct financial conversations to assess affordability and agree next steps
Negotiate full payments, settlements, or structured repayment arrangements
Handle objections, non-engagement, and difficult conversations confidently
Work towards individual and team recovery targets
Identify vulnerability and apply appropriate support or escalation routes
Maintain accurate, compliant, and detailed account records
Requirements of Collection Agent:
Experience in collections, arrears management, or a high-volume outbound customer service or contact centre role
Strong negotiation and influencing skills
Resilient, confident, and comfortable working with challenging customers
Target-driven with a strong understanding of fair treatment principles
Highly organised with strong attention to compliance and detail
Shift Pattern: 7-week rotation:
5 × 8:30am – 5:00pm
1 × 8:00am – 4:30pm
1 × 11:30am – 8:00pm
INDH
Salary description
£25000.00 - £28000.00 per year