About Us
Newlyn is a leading independent enforcement and debt recovery company, working in partnership with local authorities across the UK. We pride ourselves on delivering a professional, ethical and customer-focused service, helping people find realistic payment solutions while maintaining the highest standards of compliance. Our people are at the heart of our success, and we are committed to providing a supportive environment where individuals can develop, succeed and build rewarding careers.
The Opportunity
We're looking for a confident and resilient Telephone Collections Negotiator to join our Contact Centre team. This is a fast-paced role where no two conversations are the same. You'll speak with customers, understand their individual circumstances and negotiate realistic payment arrangements, all while delivering excellent customer service and working towards individual performance targets.
If you enjoy speaking with people, remain calm under pressure and are motivated by achieving results, we'd love to hear from you.
What You'll Do
- Handle a high volume of inbound and outbound customer calls.
- Negotiate payment arrangements with customers.
- Listen carefully, ask the right questions and use good judgement to understand each customer's circumstances.
- Resolve customer queries while explaining processes clearly and professionally.
- Accurately update customer records following every conversation.
- Identify vulnerable customers and ensure the appropriate support and escalation processes are followed.
- Work towards individual and team performance targets while maintaining quality and compliance standards.
What We're Looking For
- A friendly, confident and professional telephone manner.
- Excellent communication and negotiation skills.
- The ability to remain calm, resilient and focused during challenging conversations.
- Good judgement and the ability to quickly gather key information from customers.
- Deliver a professional, and curtsies customer experience on every call.
- Previous experience in a telephone-based customer service, collections or contact centre environment
- Strong attention to detail and accurate record-keeping skills.
- A positive attitude and a desire to achieve both personal and team targets.
Why Join Newlyn?
- Full training and ongoing support.
- Performance-related commission.
- Career development opportunities.
- A friendly and supportive team environment.
- The opportunity to make a real difference by helping customers find positive solutions.
At Newlyn, we value diversity and believe that an inclusive workplace helps everyone thrive. We are proud to be a Disability Confident Employer and a supporter of the Armed Forces Covenant. We welcome applications from all suitably qualified candidate and are committed to providing reasonable adjustments throughout the recruitment process where required
If you're a confident communicator who enjoys helping people, solving problems and working in a fast-paced environment, we'd love to hear from you. Apply today!
Pay: £23,132.22 per year
Benefits:
- Casual dress
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- On-site parking
Application question(s):
- Do you have the right to work in the UK, and will you require sponsorship now or in the future?
- Do you have any unspent criminal convictions?
- How do you remain calm and professional when dealing with difficult or upset customers?
- This role requires you to communicate clearly and confidently with customers by telephone. Please briefly explain why you feel you are suited to this type of role.
Work Location: In person
