This role is ideal for someone who is confident speaking with customers, enjoys problem-solving, and is able to handle sensitive conversations with empathy. Those with strong customer service experience will be considered, although experience within financial services or a collections environment would be an advantage.
Location: Glasgow (Hybrid after training)
Salary: £26,000
Hours: 35 per week
Rotational shifts + 1 in 4 weekend cover (Day off in lieu)
8am-4pm (3 weeks) and 12pm-8pm (1 week)
Key Responsibilities
• Contact and support customers who have fallen behind on payments, ensuring conversations are handled professionally and with care.
• Carry out inbound and outbound calls to understand customer circumstances and agree sustainable repayment plans.
• Complete income and expenditure assessments to determine affordable solutions.
• Maintain accurate records of all customer interactions and decisions.
• Work towards individual and team performance targets while ensuring fair customer outcomes.
What We’re Looking For
• Strong customer service skills, with the ability to build rapport and manage sensitive discussions.
• Previous collections / financial services experience (preferred, not essential).
• Good communication skills and a calm, supportive approach.
• Strong attention to detail and ability to follow processes.
• A positive attitude and willingness to learn.
Benefits
• 33 days holiday (including public holidays)
• Additional birthday leave
• Discretionary bonus scheme
• Up to 15% pension contribution
• Private medical insurance & eyecare support
• Hybrid working after training/probation
If you are customer-focused and looking to develop your career within a supportive team, please send your CV in confidence to apply
Salary description
£26000.00 - £26000.00 per year