Job Summary
Front line team member responsible for managing customer engagement via WhatsApp, Conversational SMS, Webchat, email and (where appropriate) telephone call. The aim is to provide an industry leading experience for customers in-line with the business goals and objectives.
Responsibilities
The Role: We are looking for a Resolution Team member who can:
- Be the friendly first point of contact across WhatsApp, SMS, Webchat, email, and phone.
- Take ownership of customer conversations — solve problems, give clear answers, and make a real difference.
- Build trust through quick, empathetic follow-ups.
- Negotiate fair, realistic payment plans that work for everyone.
- Support customers who’ve missed payments and guide them back on track.
- Work with Debt Management Agencies to resolve outstanding accounts.
- Handle all kinds of debt and payment queries with confidence.
- Keep everything compliant by applying financial regulations.
- Ask the right questions, capture the right info, and spot solutions.
- Stay on top of agreements to make sure resolutions stick.
Skills
- Tech-savvy and quick to learn new systems.
- Reliable, organised, and ready to grab a new challenge.
- Professional yet human — empathetic, approachable, and easy to trust.
- A natural communicator who connects with people from all walks of life.
- A problem-solver who thrives on finding fair, practical solutions.
- A team player with initiative, energy, and drive.
- Hungry to learn, self-motivated, and keen to grow your skills.
- Previous Debt or similar industry specific experience (financial services, utilities, telecoms) required. Bonus points if you’ve worked in a regulated environment!
Package:
- £25,000 – £26,250 per annum DOE, with a review at 6 months (post probation).
- Monthly bonus scheme based around performance against set KPIs.
- 28 days annual leave including bank holidays. Plus your Birthday off each year!
Pay: £25,000.00-£26,250.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Employee discount
- On-site parking
Work Location: In person
