Job Opportunity: Debt Recovery Agent
Location: Team Valley, Gateshead
Employment Type: Full-Time
Department: Debt Recovery
Debt Recovery Agent
Passionate about reducing churn and driving customer loyalty?
About Us
Affordable Waste Management is a leading B2B waste broker with a simple mission: “We take the worry out of waste.” Established in 2020, we are one of the fastest-growing companies in our sector. We work from a relaxed, friendly, and modern office in the heart of Team Valley, investing in top-tier technology to empower you to perform at your absolute best.
PRIDE – Our Core Values
We look for individuals who embody Professionalism, Reliability, Integrity, Dynamism, and Expertise. For this role, we need a Dynamic problem-solver who can use their Expertise to provide solutions that keep our customers coming back
The Role
As a Debt Recovery Specialist, you are our brand protector. You will be the primary point of contact for customers at risk of leaving, using your negotiation skills and empathy to resolve their issues, showcase our value, and effectively mitigate churn.
Key Responsibilities
- Handle inbound and outbound calls, emails, and tickets related to debt recovery.
- Offer appropriate solutions to retain customers.
- Proactively manage and collect overdue payments.
- Meet or exceed debt recovery targets and KPIs on a consistent basis.
- Use data and customer feedback to influence save strategies and improve customer experience.
- Maintain detailed and accurate records of customer interactions and payment agreements in CRM systems.
- Collaborate with other departments (e.g., Billing, Customer Service) to resolve issues impacting customer satisfaction and payment outcomes.
- Update relevant information in customer records.
- Deliver first class customer service across all interactions.
Required Experience
- Proven experience in debt recovery or collections, with a track record of meeting or exceeding targets.
- Strong understanding of customer needs and how to balance those with business objectives, particularly when handling sensitive financial conversations.
- Demonstrated ability to work towards and exceed performance targets and KPIs.
- Proven ability to de-escalate issues and handle difficult conversations calmly and professionally.
- Experience using CRM systems (e.g., Salesforce, HubSpot).
Desirable Qualities
- Excellent communication and interpersonal skills, empathetic, persuasive, and clear.
- Resilient under pressure with a proactive, solution focused mindset.
- Highly target driven, with a strong focus on debt recovery goals.
- Confident in negotiating and influencing positive payment outcomes.
- Good organisational and time management skills.
- Flexible and adaptable to change.
- A passion for delivering outstanding customer experiences.
- Ability to multitask efficiently whilst maintaining a high level of service quality.
What We Offer
- Competitive salary and performance-based bonuses.
- Uncapped commission linked to retention and debt recovery performance.
- Supportive team environment and ongoing training.
- Opportunities for growth and advancement within the company.
Start Date: TBC
Job Type: Full-time
Benefits:
- Company events
- Company pension
- Free parking
- On-site parking
Job Type: Full-time
Pay: £31,500.00 per year
Benefits:
- Company events
- Company pension
- Free parking
- On-site parking
Experience:
- Retention: 1 year (required)
Work Location: In person
