Debt recovery administrator

Job Description

The Debt Recovery Administrator will support the effective management of debt recovery files, carrying out administrative, investigative, and customer‑facing duties. The post‑holder will ensure that all case activity is recorded accurately, handled professionally, and completed in accordance with legal, regulatory, and internal procedural requirements.

Key Responsibilities

Case Management

• Manage an individual caseload of debt recovery files from instruction to conclusion
• Open new case files and maintain accurate records throughout the recovery process
• Obtain Land Registry documentation for England and Scotland
• Draft and issue letters, emails, and formal correspondence using approved templates
• Monitor and manage debt recovery payment arrangements, including direct debits and card payments
• Maintain diary systems for all cyclical and time‑sensitive matters
• Conduct tracing activities using GBG, Landlord Registration, Rightmove alerts, and other approved tools
• Instruct tracing agents and undertake due diligence checks

Communication & Customer Interaction

• Respond to incoming telephone, email, and written enquiries in a professional and timely manner
• Negotiate repayment plans with debtors and manage sensitive or challenging conversations with confidence and empathy
• Process payments over the telephone in accordance with internal procedures

Administration & Documentation

• Process incoming, returned, and insolvency‑related mail
• Update CRM systems and internal databases with accurate and timely information
• Assist in preparing documentation for external recovery partners
• Ensure all documentation and financial information is processed with a high degree of accuracy

Compliance & Internal Collaboration

• Ensure all actions comply with relevant legislation, including the Data Protection Act
• Adhere to internal policies, procedures, and regulatory requirements
• Liaise with Billing, Customer Care, Finance, and the Legal Team to support case progression and resolve queries
• Assist with aged debt reporting and provide general administrative support to the wider team

Essential Skills & Attributes

• Proven ability to manage a personal caseload effectively
• Excellent attention to detail and accuracy in all aspects of work
• Strong verbal and written communication skills
• Ability to negotiate effectively and handle sensitive matters with professionalism
• Logical, calm, and methodical approach to problem‑solving
• Strong organisational skills and the ability to prioritise workload
• Proficiency in Microsoft Office applications (Excel, Word, Outlook)
• Experience working with CRM systems and database management tools