Customer Collection Advisor
Location: Leamington Spa
Salary: £25,180 – £28,500
Shift Pattern: Rotating schedule: 8:00am – 4:30pm, 8:30am – 5:00pm and 11:30am – 8:00pm. One Saturday every seven weeks (9:00am – 1:00pm). One Bank Holiday per year (time off in lieu provided for Saturday/Bank Holiday work)
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