Customer Collections Agent
Leamington Spa – Hybrid (after training)
£25,000 – £28,500 + Benefits:
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Hybrid working
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A supportive team environment with clear performance expectations
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Opportunities to develop specialist debt recovery and negotiation skills
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Working for a very experienced and supportive team manager
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25 days annual leave plus 8 Bank Holidays
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Private Medical Insurance
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Company Pension Scheme (Salary sacrifice - single matched contributions to 4.5% for first 2 years, upto 7.5% after 2 years)
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Life Assurance
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Staff discounts on products
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Lovely modern office
Are you experienced in collections or contact centre roles and confident in handling challenging conversations about overdue debt?
This role sits within late-stage collections, managing customer accounts that are significantly overdue. You will take ownership of accounts, engage customers to understand their circumstances, and work to recover outstanding balances through payment negotiation, structured repayment plans, or appropriate next steps in line with policy and regulation.
This is a results-driven collections role, requiring resilience, professionalism, and the ability to balance firm debt recovery with fair customer treatment.
Benefits of Collection Agent:
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25 days holiday plus bank holidays
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Private medical insurance, life assurance, pension up to 7.5%
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Staff discounts and development opportunities
Responsibilities of a Collection Agent:
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Manage and contact customers with overdue accounts in late-stage arrears
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Conduct in-depth financial conversations to assess affordability and risk
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Negotiate full payments, settlements, or structured repayment arrangements
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Handle objections, non-engagement, and difficult conversations confidently
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Work towards individual and team recovery targets
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Identify vulnerability and apply appropriate support or escalation routes
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Maintain accurate, compliant, and detailed account records
Requirements of Collection Agent:
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Previous experience in late-stage collections, recoveries, or arrears management
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Strong negotiation and influencing skills
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Resilient, confident, and comfortable working with challenging customers
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Target-driven with a strong understanding of fair treatment principles
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Highly organised with strong attention to compliance and detail
Shift Pattern:
7-week rotation:
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5 × 8:30am – 5:00pm
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1 × 8:00am – 4:30pm
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1 × 11:30am – 8:00pm
INDL