Job Description
Job Title: Collections Advisor – Financial Services
Location: Banbury Office
Contract: Full-time, Permanent
Salary: Competitive
About Us
At Contact Web, we're more than just a contact centre – we're a vibrant, people-first organisation that puts both customers and colleagues at the heart of everything we do.
As a leading provider of outsourced customer service solutions, we pride ourselves on delivering high-quality, tailored services in a supportive and inclusive environment. Our people are what make us special, and we're looking for new team members who share our passion for exceptional service and continuous improvement.
Experience and Skills Required
* Previous customer service experience
* Strong communication skills across multiple contact channels, ensuring effective engagement and support for customers in different situations
* Excellent interpersonal skills with the ability to build rapport quickly
* Experience working within financial services, collections, or retail finance (beneficial but not essential)
* Ability to handle sensitive and sometimes challenging conversations with empathy and professionalism
* Strong attention to detail with the ability to maintain accurate records
* Confident IT skills, including CRM systems and Microsoft Office
Main Duties
* Manage customer queries across multiple channels (telephony and email), aiming for first contact resolution
* Record all customer information accurately and in line with company policies and compliance requirements
* Support customers experiencing financial difficulties by offering appropriate repayment solutions
* Make outbound calls via a dialler system to discuss repayment of arrears
* Receive inbound calls regarding account queries, disputes, and payments
* Respond to customer and third-party emails promptly and professionally
* Handle admin tasks relating to third parties such as debt management companies and insolvency practitioners
* Complete and review income and expenditure forms to agree realistic and affordable payment plans
* Signpost customers in financial difficulty to not-for-profit debt advice agencies
* Communicate sensitively with vulnerable customers, tailoring support to their needs
What We Offer
* Competitive salary
* Full training and ongoing professional development
* Supportive and collaborative team environment
* Opportunities for career progression within the business
Job Types: Full-time, Permanent
Work Location: Banbury Office (in-person)
Shift Pattern (40 hours per week, 2-week rotation)
Week 1
* Mon–Wed: Both staff 13:00–21:00
* Thu: Staff A 13:00–21:00 | Staff B 18:00–21:00
* Fri: Staff B 13:00–21:00
* Sat: Staff B 13:00–18:00
* Sun: Staff A 09:00–17:00
Week 2 (swap weekend cover)
* Mon–Wed: Both staff 13:00–21:00
* Thu: Staff B 13:00–21:00 | Staff A 18:00–21:00
* Fri: Staff A 13:00–21:00
* Sat: Staff A 13:00–18:00
* Sun: Staff B 09:00–17:00
Job Type: Full-time
Pay: £12.21 per hour
Expected hours: 40 per week
Work Location: In person