Customer Collection Advisor Hybrid2daysperweekavailableafterrelevanttrainingandcompetency(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, youll be responsible for managing and recovering outstanding customer debt for an allocated portfolio. Youll 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