Collections Specialist Tachbrook Park, Warwick Permanent, Full-time, Hybrid Are you a confident communicator who enjoys problem-solving and helping customers get back on track? Do you have a background in debt collection or customer service and a proactive, team-first attitude? If so, we’d love to hear from you. About the Role As a Collections Specialist, you'll manage and recover outstanding customer debt for an allocated portfolio. Whether you're speaking directly to customers, supporting third-party debt collection agencies (DCAs), or working alongside colleagues to resolve complex accounts, your goal will be to achieve great outcomes for both our customers and the business. You'll be a key part of a high-performing, hybrid team based in Tachbrook Park, Warwick, with the flexibility of working from home part of the week. Shift Pattern: You will work on a rotating schedule with shifts of: 8:00am – 4:30pm 8:30am – 5:00pm 11:30am – 8:00pm You will also work one Saturday out of every seven (9:00am – 1:00pm) and one Bank Holiday per year. For any Saturday or Bank Holiday you work, you will receive time off in lieu. What You’ll Bring Essential: Proven experience in debt collection and/or customer service Excellent verbal and written communication skills Strong objection-handling and negotiation abilities A resilient, self-motivated, and organised approach Attention to detail and ability to prioritise tasks effectively Comfortable working to personal and team KPIs Ability to use initiative and propose improvements to processes A team player who thrives in a collaborative environment Desirable: Familiarity with ERP systems like SAP Experience with Salesforce Background in a debt collection team setting Key Responsibilities Contact customers to resolve overdue accounts and negotiate payment plans Handle challenging conversations with professionalism and empathy Liaise with DCAs and legal partners to support recovery efforts Escalate unresolved issues to relevant departments Keep accurate, up-to-date records of all interactions Identify deteriorating payment behaviours and raise concerns Contribute to improving debt recovery processes Report performance metrics to your team lead