Do you have strong communication and negotiation skills? Come and turn them into real results with a rewarding career in legal recoveries.
TM Legal is part of Perch Group, our vision is clear: to lead the UK debt purchase and collection industry by harnessing cutting-edge technology to drive ethical, efficient, and data-driven debt resolution.
Our annual mission is to empower hundreds of thousands of customers to positively engage with and resolve their outstanding debts. We do this through an empathetic and customer-centric approach that is at the heart of our success.
Role Overview
As a Collections Case Manager within a debt recovery specialist firm of solicitors, you will manage customer interactions across multiple channels – including phone, SMS and email – to recover outstanding debts. You’ll provide professional, empathetic support tailored to each individual’s financial circumstances, while ensuring strict adherence to regulatory and compliance frameworks.
This role is ideal for individuals with strong communication skills and a genuine interest in debt resolution and legal processes. With comprehensive training provided, you'll build the expertise needed to thrive in a fast-paced, professional environment—making a real difference in helping people navigate financial difficulty while driving positive outcomes for our clients.
With full training provided, you will develop the skills and knowledge required to succeed in this role, making it an excellent opportunity for individuals with strong communication abilities and an interest in debt recovery and legal processes.
You will need to be available for the induction programme as per below:
- Monday 5th October to Friday 20th November (Monday-Friday only).
After the induction, the working pattern for this role will be 40 hours per week between the hours of 8.30am and 6pm, Monday to Friday.
So, what will your day-to-day look like?
Debt Recovery Engagement
- Conduct proactive outbound calls to customers using the dialler system to discuss outstanding debts.
- Manage inbound customer calls with professionalism, empathy, and efficiency.
- Offer compassionate and clear support to help customers navigate their financial situations.
Financial Guidance
- Assess individual financial circumstances and provide tailored, sustainable repayment solutions.
- Utilise in-depth knowledge of debt resolution options, including insolvency and legal processes, to guide customers effectively.
Case Management
- Accurately maintain comprehensive case notes, documenting all customer communications, payment arrangements, and legal documentation.
- Collaborate with internal departments to obtain critical information, ensuring seamless case progression and resolution.
- Liaise with internal teams to gather necessary information for case progression.
Referral & Signposting
- Proactively assess customer needs and direct them to the most appropriate internal teams or external support agencies.
- Demonstrate a clear understanding of the Specialist Support Team’s function and initiate referrals when required to ensure tailored support.
Compliance and Standards:
- Consistently adhere to company protocols, training standards, and relevant regulatory requirements, ensuring all communications and applications reflect professional and ethical standards.
- Champion the firm’s commitment to high-quality service and drive efficient recovery outcomes through best practices.
Collaboration and Communication:
- Collaborate effectively with solicitors, internal colleagues, customers, and external stakeholders to progress case resolutions efficiently.
- Deliver clear, respectful, and empathetic communication that supports positive customer outcomes and maintains the firm’s professional reputation.
Does this sound like you?
- Inbound or outbound contact centre experience is desired
- Experience of working in a regulated/FCA/SRA environment is beneficial but not essential
- Exceptional active listening skills and good attention to detail
- Negotiating and influencing skills
- High levels of emotional intelligence
The Application Timeline
- A first stage video call with the internal recruitment team (15-minute call).
- A formal interview with the TM Legal Management Team (45 minutes).
If you do not receive a response after 2 weeks of applying, please assume you have been unsuccessful as we are likely to experience a high volume of applications.
What’s In It For You
- £29,000 + up to 20% of your annual salary, paid as a bonus quarterly
- This role is based at our Manchester Spinningfields office- a premium workspace located in the heart of Manchester’s commercial hub with regular social events planned. Oh, and did we mention the free coffee bar? Don't believe us? See for yourself! https://www.linkedin.com/feed/update/urn:li:activity:7350451348598837248
- 40 hours per week, Monday to Friday
- The opportunity to complete formal qualifications and learn on the job in a successful, growing organisation
- And many more benefits to support your wellbeing and professional development
We are an equal opportunities employer
We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.
If you have any questions or suggestions of how we can assist you in your application due to disability or personal reasons, please email [email protected].
PLEASE NOTE - All new employees must undergo a Right to Work, DBS and Credit Check upon acceptance of a job offer with Perch Group.
Job Types: Full-time, Permanent
Pay: £29,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Health & wellbeing programme
- Sick pay
Ability to commute/relocate:
- Manchester M3 3JE: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Will you require sponsorship?
- Are you able to complete the induction Monday-Friday from Monday 5th October to Friday 20th November?
Work authorisation:
- United Kingdom (required)
Work Location: In person
