What you’ll be doing
as a Collections & Customer Support Advisor
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 via phone, email, and letter to provide support and address account concerns.
2. Offer guidance and solutions: assess each customer’s situation and recommend appropriate options to help them manage their accounts effectively.
3. Handle sensitive conversations effectively: approach customer concerns with professionalism, patience, and empathy.
4. Negotiate payment plans: collaborate with customers to develop realistic and sustainable payment solutions based on their financial needs.
5. Identify and escalate issues: pinpoint accounts requiring further intervention and refer them to the appropriate team for additional support.
6. Maintain accurate records: document all customer interactions to ensure transparency, compliance, and continuity of service.
7. Assist vulnerable customers: identify individuals requiring extra support and connect them with helpful resources or services.
Our Collections department is 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, 8:00 am – 8:00 pm.
To thrive in this role, the essential criteria you’ll need are:
10. Excellent verbal and written communication skills: engaging with every customer in a professional and friendly way via various channels, including telephone and email
11. Empathy and compassion: actively listening to customers, providing support with patience and understanding.
12. Strong problem-solving skills: approach challenges thoughtfully, finding fair and practical solutions.
13. Keen attention to detail: ensuring accuracy in every interaction and maintaining thorough, precise records.
14. Customer-focused mindset: driven by a passion for helping people and creating positive outcomes.
15. Relevant experience: background in customer service, credit control, or roles involving financial discussions.
16. IT proficiency: comfortable using Microsoft Office and navigating between multiple systems efficiently.
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