We are seeking a detail-oriented Collections Agent to support a large-scale redress programme.
This role combines customer contact (inbound/outbound calls) with administrative support, focusing on billing queries, collections activity, and resolving account discrepancies.
The successful candidate will play a key role in ensuring accurate billing, supporting debt recovery, and delivering a professional and empathetic customer experience.
Key Responsibilities
- Handle inbound and outbound customer calls relating to billing, invoices, and outstanding balances
- Support collections activity, including contacting customers to discuss overdue accounts and agree repayment solutions
- Respond to customer billing queries via phone and email in a clear and professional manner
- Investigate and resolve account discrepancies and billing issues
- Issue invoice amendments, adjustments, and credit notes where required
- Maintain accurate and up-to-date records within CRM and operational systems
- Monitor accounts and prepare cases for further collections or escalation where necessary
- Work closely with internal teams (e.g. finance) to support account reconciliation
- Identify and escalate system, process, or customer issues
Requirements
- Strong attention to detail and accuracy
- Confident and professional telephone manner
- Comfortable handling sensitive financial conversations
- Good problem-solving and conflict resolution skills
- Strong organisational skills with the ability to manage high workloads
- Ability to work in a target-driven or KPI-focused environment
Desirable Experience
- Experience in collections, debt recovery, or call centre environments
- Background in billing, finance administration, or customer accounts
- Experience using CRM or case management systems
- Experience within financial services or regulated environments (FCA)
- Understanding of CASS or customer money handling (advantageous)
Benefits
- Competitive salary (dependent on experience)
- Training and development opportunities
- Supportive and team-focused working environment
- Opportunity to gain experience within a fast-paced financial operations programme
Job Type: Full-time
Pay: From £25,500.00 per year
Experience:
- Collection & Debt Recovery: 1 year (required)
- FCA Regulated Business: 1 year (preferred)
Work Location: In person
