Customer Collection Advisor
Hybrid 2 days per week available after relevant training and competency (after 3-6months)
Location: Leamington Spa
Salary: £25,180 – £28,500
Shift Pattern
You will work on a 7 weeks rotating schedule with shifts of:
- 1 week 8:00am – 4:30pm
- 5 weeks 8:30am – 5:00pm
- 1 week 11:30am – 8:00pm
Benefits
- 25 days annual leave (plus bank holidays)
- Private medical insurance
- Life assurance
- Company pension scheme (matched contributions up to 4.5%, rising to 7.5% after 2 years)
- Staff discounts with leading retailers
- Ongoing learning and development opportunities
About the Role of a Customer Collection Advisor
As a Customer Collection Advisor, you’ll be responsible for managing and recovering outstanding customer debt for an allocated portfolio. You’ll handle direct conversations with customers, liaise with third-party debt collection agencies (DCAs), and collaborate with colleagues to resolve complex cases. Your goal will be to achieve positive outcomes for both customers and the business.
Key Responsibilities of a Customer Collection Advisor
- Contact customers to resolve overdue accounts and agree on payment arrangements
- Manage challenging conversations with empathy and professionalism
- Liaise with DCAs and legal partners to support recovery processes
- Escalate complex or unresolved issues to appropriate teams
- Maintain accurate and up-to-date records of all interactions
- Spot early signs of payment concerns and flag them promptly
- Contribute ideas to improve debt recovery processes
- Report on performance metrics to your team lead
Requirements of a Customer Collection Advisor
- Previous experience in debt collection and/or customer service
- Excellent verbal and written communication skills
- Strong objection-handling and negotiation ability
- Resilient, self-motivated, and organised approach
- Attention to detail with the ability to prioritise effectively
- Comfortable working to KPIs and performance targets
- A collaborative, team-focused attitude
- Familiarity with ERP systems (e.g., SAP)
- Experience with Salesforce
- Previous experience working in a debt collection team setting
INDH
