Customer Collection Advisor Hybrid 2 days per week available after relevant training and competency (after 3-6months) Location: Leamington Spa Salary: £25,180 – £28,500 Shift Pattern You will work on a 7 weeks rotating schedule with shifts of: * 1 week 8:00am – 4:30pm * 5 weeks 8:30am – 5:00pm * 1 week 11:30am – 8:00pm Benefits * 25 days annual leave (plus bank holidays) * Private medical insurance * Life assurance * Company pension scheme (matched contributions up to 4.5%, rising to 7.5% after 2 years) * Staff discounts with leading retailers * Ongoing learning and development opportunities About the Role of a Customer Collection Advisor As a Customer Collection Advisor, you’ll be responsible for managing and recovering outstanding customer debt for an allocated portfolio. You’ll handle direct conversations with customers, liaise with third-party debt collection agencies (DCAs), and collaborate with colleagues to resolve complex cases. Your goal will be to achieve positive outcomes for both customers and the business. Key Responsibilities of a Customer Collection Advisor * Contact customers to resolve overdue accounts and agree on payment arrangements * Manage challenging conversations with empathy and professionalism * Liaise with DCAs and legal partners to support recovery processes * Escalate complex or unresolved issues to appropriate teams * Maintain accurate and up-to-date records of all interactions * Spot early signs of payment concerns and flag them promptly * Contribute ideas to improve debt recovery processes * Report on performance metrics to your team lead Requirements of a Customer Collection Advisor * Previous experience in debt collection and/or customer service * Excellent verbal and written communication skills * Strong objection-handling and negotiation ability * Resilient, self-motivated, and organised approach * Attention to detail with the ability to prioritise effectively * Comfortable working to KPIs and performance targets * A collaborative, team-focused attitude * Familiarity with ERP systems (e.g., SAP) * Experience with Salesforce * Previous experience working in a debt collection team setting INDH