Overview
Be the voice of support. Drive resolution. Make a difference. You will join our team as a Customer Collections & Service Specialist, using your communication skills, empathy, and problem-solving mindset to help customers find the right solutions and keep our business moving forward.
What you’ll do
In this dynamic, people-focused role, you’ll be the first point of contact for customers with payment queries or overdue accounts. You’ll listen, understand, and work with them to find fair, sustainable solutions — all while protecting our brand and supporting our cash flow. You’ll also handle a variety of customer service and admin tasks that keep our operations running smoothly. You’ll be at the heart of our customer relationships and financial health. By reducing aged debt, identifying risks early, and building trust with every interaction, you’ll directly contribute to our growth and stability.
* Engaging with customers via phone, email, and digital channels to resolve payment issues with professionalism and care.
* Negotiating realistic repayment plans that balance customer needs with business goals.
* Keeping accurate records of all interactions and agreements in our systems.
* Monitoring overdue accounts and taking timely action to recover outstanding balances.
* Escalating complex or sensitive cases to the right teams when needed.
* Staying compliant with policies, regulations, and service standards.
* Hitting performance targets across recovery, quality, and customer satisfaction.
* Handling difficult conversations with empathy, fairness, and confidence.
* Spotting trends and suggesting improvements to make processes better.
* Taking part in regular training to stay sharp and informed.
* Collaborating with your team to share knowledge and celebrate success.
What we’re looking for
You’re a natural people person with a passion for delivering great service and solving problems. With a solid background in customer service, you know how to listen, empathise, and turn challenges into positive outcomes. You stay calm, professional, and focused on finding the right solution. You’re tech-savvy, confident using CRM systems and Microsoft Office, and you bring a sharp eye for detail. Organisation is your superpower — you stay on top of tasks, keep accurate records, and never miss a beat. Strong emotional intelligence, clear communication, and a proactive, self-motivated mindset are key. Bonus points if you’ve worked with third-party payment platforms or know your way around C365 products, but if not you’re eager to learn and grow.
What we offer
* 233 hours holiday rising to 248 hours with length of service, including bank holidays you may work if rota’d.
* Discounts on groceries, shopping, holidays, insurance, days out, restaurants, and more.
* 24/7 employee assistance programme with an easily accessible app.
* Family and friends’ discounts on our services and products.
* Pension scheme with up to 3% company match.
* Free on-site parking.
Details
* Hours: 37.5 hours per week
* Shift pattern: 5 days a week, between Monday and Sunday, with a 7.5 hour shift between 08:00 and 20:00
* Salary: £24,004.50 per annum (£12.31 per hour), with up to 20% KPI-based bonuses; on-target earnings expected to reach between £28,000 and £30,000 annually
* Location: Norwich - Hybrid
* Start Date: 03/11/2025
How to apply
Please upload your CV and answer a few questions about yourself. For tips and guidance, check our application guide.
Other information
Careline365 is part of the Appello group. We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability. If you require assistance to participate in the recruitment process, please contact the careers team on 01425 626337.
#J-18808-Ljbffr