About Us
Insurance Collections Bureau Ltd is a growing and professional debt recovery agency specialising in insurance-related collections. We work on behalf of leading insurance brokers and financial services organisations, helping customers find realistic and sustainable solutions to outstanding balances.
We’re looking for two motivated and confident individuals to join our team. Previous collections experience is helpful, but not essential — full training will be provided.
The Role
This is a telephone-based customer service and negotiation role where you’ll speak with customers to help resolve outstanding accounts in a fair, professional, and compliant manner.
You’ll work within a supportive team environment and be expected to communicate confidently, listen carefully, and treat customers fairly at all times.
Key Responsibilities
- Make and receive customer telephone calls using both manual and automated dialler systems
- Discuss outstanding balances and negotiate suitable payment solutions
- Take secure card payments over the telephone
- Arrange payment plans and discuss settlement opportunities where appropriate
- Identify and respond appropriately to customer disputes, financial difficulty, and vulnerability
- Accurately update account notes and apply the correct account statuses
- Complete customer callbacks within agreed timeframes
- Liaise with clients where further information or clarification is required
- Support Live Chat activity when required
- Work towards individual and team performance targets
- Adhere to company procedures, FCA guidance, data protection, and information security requirements
What We’re Looking For
- Strong communication and listening skills
- Positive and professional attitude
- Confidence speaking with customers on the telephone
- Good attention to detail
- Reliable and organised approach to work
- Ability to remain calm and professional in challenging conversations
- Basic IT and computer skills
- GCSEs (or equivalent) preferred
Previous experience in collections, customer service, retail, contact centres, or telephone-based roles would be beneficial, but is not essential.
Shift Pattern
- Monday to Friday between 8am to 1pm or 1pm and 6pm
- Minimum 15 hours per week
- Maximum 25 hours per week
- One Saturday per month: 9:00am – 12:00pm
Benefits
- Full training provided
- Supportive team environment
- On-site parking
- Opportunity to gain experience within a regulated financial services environment
Work Location
In person – Welwyn Garden City
Job Types: Part-time, Permanent
Pay: £12.71 per hour
Benefits:
Education:
- GCSE or equivalent (preferred)
Experience:
- Call Centre: 1 year (preferred)
Work Location: In person
