Late Collections Agent Tachbrook Park Permanent, Full-time, Hybrid As a Late Collections Agent, you’ll play a key role in supporting customers to resolve outstanding balances while protecting the business. You’ll be part of a supportive team, with the opportunity to develop your skills in negotiation, problem-solving, and stakeholder management. What you’ll be doing Managing a portfolio of customer accounts to recover overdue payments Speaking with customers to understand their situation and agree realistic solutions Handling difficult conversations with professionalism and empathy Negotiating and setting up payment plans Working with third parties (e.g. debt collection agencies and legal partners) Supporting complex cases alongside senior specialists Keeping accurate, up-to-date records of all interactions Identifying risks such as deteriorating payment trends and escalating where needed Contributing ideas to improve processes and customer outcomes What we’re looking for Essential: Experience in debt collection, credit control, or a customer-facing service role Strong communication skills with confidence handling difficult conversations Resilience and the ability to stay calm under pressure Good objection-handling and negotiation skills Ability to work towards targets and KPIs Highly organised with strong attention to detail Proactive mindset with the ability to prioritise workload A team player who contributes to shared goals Desirable: Experience using systems such as SAP or Salesforce Previous experience within a collections or credit control team What success looks like You’ll be someone who can balance empathy with assertiveness—supporting customers while ensuring the best outcome for the business. You’ll take ownership of your accounts, stay organised, and consistently meet performance targets.