What you’ll be doing
as a Collections Support Agent
This isn’t your typical Collections role. It’s an opportunity to create real impact by supporting customers when they need it most, building meaningful connections, and being a trusted, reassuring presence during difficult times.
As a valued member of our friendly and professional team, you'll engage with customers to understand their unique situations, offer reassurance, and collaborate on solutions that support both their needs and the business.
The key responsibilities are:
1. Engage with customers: Communicate through phone, email, and written correspondence to provide support and address account-related concerns.
2. Provide guidance and solutions: Evaluate each customer’s circumstances and recommend tailored options to help them manage their accounts effectively.
3. Handle sensitive conversations with care: Demonstrate professionalism, patience, and empathy when discussing challenging or emotional topics.
4. Negotiate sustainable payment plans: Work collaboratively with customers to create realistic repayment arrangements that suit their financial situations.
5. Identify and escalate complex cases: Recognise accounts requiring additional attention and refer them to the appropriate teams for further assistance.
6. Maintain accurate and detailed records: Log all customer interactions to ensure transparency, compliance, and continuity of service.
7. Support vulnerable customers: Identify individuals in need of extra assistance and connect them with suitable resources or specialist services.
Location: Hybrid - Currently based at our Walnut Court office in Kembrey Park, Swindon. We'll be moving our Swindon office from Walnut Court to Newbridge Square in Spring 2026
To set you up for success, you’ll receive full on-site training during your probation period, which is a minimum of six months:
8. Mandatory training is carried out between 9:00 am – 5:00 pm for four weeks, starting on day 1 in role
9. Working hours (post-training): Rotating shift pattern, Monday to Friday, 8:00am – 8:00pm
To thrive in this role, the essential criteria you’ll need are:
10. Exceptional communication skills: Engage with customers in a professional, friendly manner across multiple channels, including phone and email.
11. Empathy and compassion: Listen actively, show understanding, and provide patient, supportive assistance to customers.
12. Strong problem-solving abilities: Tackle challenges thoughtfully and deliver fair, practical solutions.
13. Excellent attention to detail: Ensure accuracy in every interaction and maintain clear, comprehensive records.
14. Customer-focused mindset: Motivated by a genuine desire to help others and achieve positive outcomes.
15. Relevant experience: Previous experience in customer service, credit control, or roles involving financial discussions is advantageous
16. IT proficiency: Confident using Microsoft Office and able to navigate multiple systems with ease.
What’s in it for you?
This role is more than just a job; it’s an opportunity to develop your skills and be part of a company that truly values its people.
17. Competitive salary starting at £26,995 per annum
18. 24 days holiday per year, increasing to 28 with the length of service (plus bank holidays)
19. Performance-related pay plan directly linked to both company and individual performance measures and targets
20. Generous Pension Scheme through AON
21. Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance